United States onlyRemote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX
Ability to obtain and maintain a CBP Public Trust clearance
Nationwide IT Services (NIS) is seeking a skilled Program Manager II for a potential opportunity to lead the 24x7x365 operations of the U.S. Customs and Border Protection (CBP) Technology Service Desk (TSD). The Program Manager will serve as the primary point of contact for the Contracting Officer Representative (COR) and senior government stakeholders, ensuring world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide.
This position demands a proven leader who can manage large-scale IT service desk operations, drive continuous process improvements, and deliver superior customer experience across multiple contact channels, including phone, chat, email, and self-service.
Program Manager II Responsibilities Include:
- Serve as the Contractor’s POC for the COR and senior-level government managers.
- Oversee 24x7x365 operations of a global service desk providing Tier 1 support, Account Service Desk operations, and advanced support services.
- Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding/offboarding of contract staff.
- Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards, continuously monitoring workflows and reporting on service delivery metrics.
- Lead quality assurance efforts, ensuring performance objectives are met, operational events are communicated with after-action reporting, and First Contact Resolution (FCR) is maximized.
- Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership.
- Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements.
- Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with CBP requirements.
- Oversee training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
- Drive continual service improvements, including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning.
- Minimum of five (5) years’ experience managing a 24/7 IT Service Desk operation with at least 50 staff.
- Demonstrated experience leading IT Service Desk operations in alignment with HDI and ITIL best practices.
- Strong leadership, communication, and organizational skills with proven success managing geographically dispersed teams.
- Experience with workforce management, quality assurance, knowledge management, and customer feedback integration.
- Ability to work collaboratively with government stakeholders, contractors, and cross-functional teams.
- U.S. citizenship and ability to obtain/maintain a CBP Public Trust clearance.
- Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.
NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance.
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.
