Provide overall contract and program leadership for the CBP Service Desk environment, ensuring consistent and effective IT support service delivery.
Serve as the primary point of contact (POC) to CBP program managers, technical leadership, and government stakeholders.
Lead, mentor, and manage Service Desk, Shift Leads, Tier 1 and Tier 2 support personnel, and associated field support resources.
Oversee performance-based service delivery metrics, SLAs, KPIs, ticket response/resolution times, and user satisfaction.
Conduct regular status briefings, performance reviews, and operational summaries for CBP leadership.
Develop and enforce standard operating procedures (SOPs), quality assurance processes, and service improvement initiatives.
Support onboarding, workforce planning, training, and career development for contractor personnel.
Ensure escalated incidents, outages, and high-visibility service interruptions are coordinated and resolved efficiently, including leading or supporting incident response bridges as required.
Coordinate with engineering teams, cybersecurity teams, data centers, and enterprise service providers to resolve systemic issues and implement improvements.
Manage project schedules, resources, budgets, and procurement requirements in compliance with CBP and federal acquisition policies.
Ensure documentation, reporting, and compliance align with ITIL-based service management processes and DHS enterprise standards.

Requirements

U.S. Citizenship required (per CBP security/suitability requirements)
Ability to obtain and maintain CBP Public Trust / Suitability
Bachelor’s degree in Business Administration, IT Management, Engineering, or a related discipline (or equivalent experience)
7+ years of experience managing IT support, service desk operations, or enterprise IT service delivery programs
Demonstrated experience leading teams in a high-volume, performance-based 24/7/365 IT support environment with a minimum of 50 FTEs
Experience implementing and managing ITIL-based service management practices and measurable performance metrics
Strong understanding of enterprise desktop, network, and cloud support environments
Excellent communication, briefing, reporting, and stakeholder engagement skills.

Benefits

Health insurance
401(k) matching
Paid time off
Professional development opportunities
Flexible working arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT supportservice desk operationsperformance metricsITILincident responseSOP developmentquality assuranceworkforce planningproject managementbudget management

Soft Skills

leadershipmentoringcommunicationstakeholder engagementreportingteam managementproblem-solvingtrainingorganizational skillsperformance review

Certifications

CBP Public TrustITIL certification