Job Description

Title: Program Manager II
Location: National Capital Region (with potential travel to Orlando, FL and San Antonio, TX)
Client: U.S. Customs and Border Protection Office of Information and Technology Field Support Directorate
Clearance: Must meet DHS/CBP suitability requirements

Overview:
The Program Manager serves as the Contractor's primary point of contact for the Contracting Officer Representative (COR) and senior Government managers. This role provides overall leadership, direction, and oversight of Technology Service Desk (TSD) operations to ensure service delivery meets DHS and CBP mission requirements.

Key Responsibilities:

Provide program management support to ensure efficient and effective operation of a 24/7/365 IT Service Desk.

• Act as the senior liaison between Contractor staff and Government leadership, ensuring communication, reporting, and escalation protocols are followed.
• Oversee staffing, scheduling, and supervisory coverage across multiple sites, ensuring compliance with CBP policies.
• Monitor operational performance, identify and mitigate risks, and lead continual process improvements.
• Ensure contract compliance with quality assurance standards, deliverables, and reporting requirements.
• Facilitate Program Management Reviews (PMRs), providing detailed reports on performance, staffing, and initiatives.

Qualifications:

• Minimum five (5) years of experience managing a 24/7 IT Service Desk of at least 50 staff.
• Strong leadership, communication, and program management skills.
• Familiarity with ITIL/HDI best practices preferred.

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