Program Manager
Program Manager
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Salary Not Disclosed
1 Vacancy
Job Description
About Us:
Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.
About the Position:
TJFACT is seeking a Program Manager II to support The U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT) team in Ashburn VA.
The Program Manager II shall provide a full range of Program Management support services for the purpose of operating an effective and efficient TSD. The Contractor shall provide strong performance and process driven contractor leadership committed to continual process improvement. The Contractor program management support shall ensure that functions and services are managed according to current standards and best business practices as identified by Help Desk Institute (HDI) and Information Technology Infrastructure Library (ITIL) standards.
Please note this role is contingent upon a contract award.
DUTIES AND RESPONSIBILITIES:
Program Management support functions include the following:
Staffing and Resource Management:
- Scheduling and supervising contractor personnel ensuring appropriate coverage across all tasks and ensuring staff is supporting one task at a time
- Continuously monitoring and managing the TSDs call chat email and ticket workflow adjusting staffing and assignments to mitigate impact of call volume spikes and/or staffing shortages and communicating that impact to the Government in a timely fashion
- Ensuring supervisory coverage on all shifts as well as at least one supervisor covering each associated location (Ashburn Virginia; Orlando Florida; San Antonio Texas)
- Following CBP policies and procedures for timely onboarding and off boarding of contract staff including ensuring all prospective contractor personnel complete background investigation (BI) forms within 30 days of notification of eligibility.
Quality Assurance and Performance Management:
- Ensuring Contractor performs all functions and meets performance objectives identified in this PWS including Addendum A Quality Assurance Criteria and Measurements
- Continuous monitoring of staffing agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives
- Identifying and reporting operational events (spikes in volume and/or wait times) to Government in a timely manner and providing an after action report that identifies root cause actions taken to mitigate and plans for improvement (if appropriate) after each operational event
- Ensuring work performed by contract personnel complies with existing CBP TSD Processes and Procedures and providing objective evidence of compliance as requested
- Identifying ways to maximize and continuously improve First Contact Resolution (FCR)
- Briefing TSD Government leadership on daily weekly and/or monthly performance as requested
- Delivering effective Standard Operating Procedures (SOPs) performance reports and other deliverables (outlined in Section 6 of this PWS) accurately and on time
- Reviewing and responding to customer feedbackincluding from customer satisfaction surveys and from customers reaching out directly to TSDand apply that feedback to continuous improvement initiative from customers reaching out directly to TSDand apply that feedback to continuous improvement initiative
- Leading efforts and providing continuous guidance for continual and measurable improvements to existing service delivery and customer experience including:
- Driving customer-focused improvements in resource planning management and training;
- Analyzing trends in incoming support requests in order to devise methods to reduce incoming call and email volume.
Knowledge and Service Catalog Management:
- Providing input and guidance concerning support requirements related to new technologies introduced to CBP that require TSD supportthis includes identifying and flagging knowledge articles for revision and identifying knowledge gaps for potential knowledge article creation
- Managing the development revision and use of templates and scripted responses for trouble tickets and email correspondences (currently there are 10 active ServiceNow ticket templates and 200 pre-scripted email responses) in order to make ticket creation and information gathering as efficient as possible
- Assisting the government Knowledge Management team in maintaining TSDs Knowledge Management System (KMS) library of roughly 500 articlesincluding reviewing creating and updating KMS documents as support needs require. All KMS documentation must be formatted to approved TSD templates and are subject to government review
- Assisting in the creation and management of self-service catalog items.
Training:
- Ensuring contract personnel are adequately trained in the tools processes procedures and customer service best practices required to perform the services outlined in this PWS
- Following existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents
- Continually reviewing existing training and contract performance for opportunities to improve
- Monitoring post training work (including monitoring of new hires and work performed after recurring or remedial training) to ensure that agents are following instruction provided in training
- Ensuring contractor personnel take all government-mandated training within deadlines established by TSD Government Leadershiptracking completion of training and reporting to TSD government leadership.
REQUIRED QUALIFICATIONS:
- The Program Manager shall serve as the Contractors point of contact for the Contracting Officer Representative (COR) and Government senior level managers.
- A minimum of five (5) years of experience managing a 24 hour a day 7 day per week Information Technology (IT) service desk of at least 50 staff.
BENEFITS:
- Medical Vision and Dental Insurance
- 401-K plus match
- Paid Vacation days
- Paid holidays
- Short Term and Long-Term Disability
- Voluntary Term Life
TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.
Required Experience:
Manager
Employment Type
Full-Time
