Program Manager II
Nationwide IT Services, Inc.
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- 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