Nationwide IT Services, Inc.

Program Manager II

Nationwide IT Services, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job 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