Operations Manager / Project Manager II
Operations Manager / Project Manager II
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Remote within commuting distance of: Ashburn VA is preferred
OROrlando FL OR San Antonio TX
Ability to obtain and maintain a CBP Public Trust clearance.
Nationwide IT Services (NIS) is seeking an experienced and detail-oriented Operations Manager / Project Manager II for a potential opportunity to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). This role will lead and oversee the day-to-day operations of CBPs 24x7x365 Technology Service Desk (TSD) which provides worldwide IT support to more than 65000 CBP personnel contractors trade partners and Participating Government Agencies across 1800 locations.
The TSD serves as the first line of contact for resolving technology-related issues across nearly 300 enterprise applications and IT services. The Operations Manager will play a critical role in ensuring superior service delivery workforce efficiency compliance with ITIL and HDI best practices and continuous process improvement.
Operations Manager/Project Manager IIResponsibilities Include:
Operational Leadership & Customer Service
- Manage daily Tier 1 service desk operations ensuring timely and accurate resolution of customer issues via phone chat email and self-service portals.
- Ensure all staff deliver customer-focused reliable and responsive IT support that aligns with CBP mission needs.
- Proactively monitor contact volume and workflow adjusting resources to maintain service delivery standards.
- Supervise service desk teams across multiple sites (Ashburn VA; Orlando FL; San Antonio TX) to ensure adequate coverage and staffing across all shifts.
- Oversee staff scheduling onboarding offboarding and compliance with CBP security and background investigation requirements.
- Provide consistent supervisory presence ensuring staff are aligned to assigned tasks.
- Track analyze and report on service desk performance metrics including agent productivity First Contact Resolution (FCR) and customer satisfaction.
- Deliver daily weekly and monthly performance briefings to government leadership.
- Identify and respond to operational events (spikes in volume wait times or outages) providing after-action reports and recommendations for improvement.
- Ensure compliance with CBP policies SOPs and quality assurance criteria.
- Support the development and maintenance of knowledge management systems templates scripted responses and service catalog items.
- Collaborate with CBP Knowledge Management teams to review create and update knowledge base articles (500 currently maintained).
- Ensure agents receive appropriate training refresher courses and remedial coaching to maintain high-quality service delivery.
- Track and report completion of all required government-mandated training.
- Identify opportunities to streamline operations reduce call/email volumes and improve customer experience.
- Incorporate customer feedback into operational enhancements and training updates.
- Staffing & Resource Management
- Quality Assurance & Performance Management
- Knowledge & Training Management
- Continuous Improvement
- Minimum of three (3) years of IT Service Desk supervisory experience.
- Proven ability to manage service desk operations in a 24/7/365 environment.
- Strong leadership communication and problem-solving skills.
- Demonstrated success in workforce management quality assurance and customer satisfaction improvement.
- Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.
- ITIL Foundation certification or higher.
- HDI Support Center Manager or equivalent certification.
- Experience supporting federal IT service environments or large-scale enterprise IT service desks.
- Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms.
US citizenship and the ability to obtain/maintain a CBP Public Trust clearance.
NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers leveraging technology people and industry best practices to implement innovative solutions through our trusted employees and team members.
Our benefits package includes medical dental and vision insurance life and disability insurance a 401(k) plan with employer match paid holidays PTO (sick/vacation) commuter benefits an employee assistance program (EAP) and educational reimbursement as well as pet insurance.
Nationwide IT Services Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race color religion sex national origin sexual orientation gender identity genetics disability or protected veteran status.
Required Experience:
Manager
Employment Type
Full-Time
