Nationwide IT Services, Inc.

Project Manager

• Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
• Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
• Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.
• Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
• Regularly review training effectiveness and identify opportunities for continuous improvement.
• Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
• Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
• Collaborate with Knowledge Management teams to ensure training content aligns with TSD’s Knowledge Management System (KMS) and service catalog items.
• Support the development of training materials for new technologies or applications requiring TSD support.
• Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Project Manager I, Training Lead

Program Manager

• Serve as the Contractor’s point of contact (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
• Ensure world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide
• 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; monitor workflows and report on service delivery metrics
• Lead quality assurance efforts and maximize First Contact Resolution (FCR); communicate operational events with after-action reporting
• 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 for 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

Program Manager II

• Furnish a detailed SOP that describes processes and procedures for implementing and maintaining high-quality services and deliverables
• Ensure excellent customer experience and meet/exceed standards
• Monitor and ensure staff deliver polite, professional, and effective customer service
• Monitor and ensure staff comply with documented processes and procedures
• Remediation of complaints from customers and other support groups
• Continual service improvement based on trends in AQLs and feedback from customers and other support groups
• Capture and share process improvements and lessons learned; recommend new communication channels at all levels
• Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback
• Develop a framework for capturing and sharing best practices and lessons learned across teams
• Recommend and support implementation of new communication channels to enhance collaboration and transparency

Project Manager I, Training Lead

Program Manager II

Project Manager I / Quality Control Lead