Program Manager II

5 days ago

Ashburn, VA, United States InstantServe LLC Full time
Position Summary

The Program Manager II will serve as the Contractor's primary point of contact for the Contracting Officer Representative (COR) and senior-level CBP management. This individual is responsible for overseeing the 24x7x365 Technology Service Desk (TSD) program, ensuring high-quality service delivery, compliance with performance standards, and alignment with CBP mission objectives. The Program Manager will lead program operations, manage large-scale IT service desk teams, and drive continuous improvement in accordance with federal and CBP requirements.

Key Responsibilities
  • Act as the primary liaison between the contractor team, the COR, and senior CBP leadership.
  • Provide program leadership and direction for the TSD, including Tier I, advanced support, and ACE Account Service Desk functions.
  • Oversee staffing and resource management, ensuring adequate supervisory coverage across Ashburn, VA; Orlando, FL; and San Antonio, TX.
  • Manage daily performance to meet CBP's Key Performance Indicators (KPIs), including call resolution times, customer satisfaction, and service availability.
  • Ensure all contract activities are performed in accordance with Help Desk Institute (HDI) and ITIL best practices.
  • Lead quality assurance and performance management, including reporting, after-action reviews, and compliance with Quality Assurance Surveillance Plans (QASP).
  • Direct the development and implementation of Standard Operating Procedures (SOPs), training programs, and knowledge management initiatives.
  • Provide regular program reviews and reports to CBP, including monthly and quarterly performance briefings.
  • Manage the incoming and outgoing transition processes, ensuring continuity of operations and successful incumbent capture.
  • Foster a culture of continuous improvement, customer focus, and operational excellence.
Required Qualifications
  • Active or eligible for CBP Background Investigation (BI) - this clearance is required.
  • Minimum of five (5) years of experience managing a 24/7 IT service desk of at least 50 staff.
  • Proven experience managing IT service delivery in a federal or large enterprise environment.
  • Strong leadership, communication, and customer service skills.
  • Demonstrated ability to manage large-scale operations, staffing plans, and resource allocation.
  • In-depth knowledge of IT service desk tools and practices (e.g., ServiceNow, Amazon Connect).
  • Experience implementing and monitoring performance metrics and quality control standards.
Preferred Qualifications
  • Project Management Professional (PMP) or equivalent certification.
  • ITIL Foundation or higher certification.
  • Experience with federal IT security requirements, including DHS 4300A compliance.
  • Prior experience supporting CBP, DHS, or similar federal law enforcement IT environments.
Work Environment & Place of Performance
  • Work will be performed primarily remotely, with occasional on-site duties as required.
  • Candidate must reside within commuting distance of Ashburn, VA; Orlando, FL; or San Antonio, TX to ensure access to CBP facilities.
  • Position supports a mission-critical, 24x7x365 environment and may require flexible hours to address operational needs.

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