Operations ManagerProject Manager II

Totally Joined For Achieving Collaborative Techniques

Job Location:

Ashburn, IL - USA

Monthly Salary: Not Disclosed

Posted on: 10-09-2025

Vacancies: 1 Vacancy

Job Summary

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 an Operations Manager/Project Manager II to support The U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT) team. The service locations include Ashburn VA Orlando FL and San Antonio TX.

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:

Operations Management support functions include at a minimum:

Furnish a detailed SOP that describes in detail its processes and procedures covering the what who when and how it takes to continuously manage operations including at a minimum:
Resource management (how the contractor plans to review and adjust to scheduled or unscheduled leave lunch breaks etc.)
Daily supervisory management (ensuring there is a supervisor on duty 24 hours per day 7 days per week including adjusting for supervisor scheduled and unscheduled leave)
Monitoring and mitigating against real-time performance issues related to staffing shortages and/or volume spikes
Identification and definition of an operational event (including spikes in call/email/self-help volume spikes in telephone wait time and/or email/self-help ticket processing delays)
Operational event escalation and notification within 30 minutes of operational event start including full escalation path from Tier 1 agent through Contractor leadership and TSD Government as needed
Provision to government of an after action report within one business day of the end of an operational event including the specific content of the report
Onboarding of support for new systems/applications that require Technology Service Desk Tier 1 and/or Tier 2 services.

REQUIRED QUALIFICATIONS:

The Operations Manager/Project Manager II shall be customer-focused responsive reliable and detail-oriented with solid managerial communication and problem-solving skills. The Operations Manager shall have the following qualifications:
A minimum of three (3) years of IT service desk supervisory experience
Must be willing to complete an in-depth background check process.

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:

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 ...