Program Manager – IT Support Operations (On-Site)

T he following states/districts are excluded from this job ad: AK, CA, CO,

CT, DC, HI, IL, LA,

MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT,

WA, WY Location:

Government facility located in the DC Metropolitan Area We're

seeking a Program Manager to lead IT Support Operations in support of the

U.S. Customs and Border Protection

(CBP)

. If

you're

passionate about delivering efficient, high-quality IT services in a fast-paced environment, we want to hear from you. Position Description:

The Program

M

anager

- IT Support

Operations

is responsible for

overall

customer satisfaction

,

help desk

operations, and

ensur

ing

project managers and service desk

technicians perform customer support

service

s

in accordance with

CBP

procedures. Minimum/General Experience:

5

years of experience

managing a

n information technology (IT)

service desk Minimum Education:

Bachelor's

d

egree in

i

nformation

s

ystems,

t

echnology

m

anagement

,

or related field Essential Skills/Qualifications: Excellent experience

managing

help desk personnel (e.g., Project Managers, Tier I

and Tier

II

technicians

) Excellent ability to oversee core functional

service desk

areas including staffing, quality, knowledge, and training Excellent experience providing policy compliance oversight Excellent experience supporting risk mitigation and communication across operational areas Excellent experience briefing leadership and integrating feedback into

service delivery Excellent experience creating and

maintaining

performance plans and reports Above average ability to ensure high quality deliverables are

submitted

on time Above average experience

providing service-level monitoring and reporting Above average experience leading

performance improvement initiatives Above average experience

performing

root cause analysis and

providing

trend reporting Above average knowledge of

help desk systems and software (e.g., ServiceNow, Remedy) Above average knowledge of the Information Technology Infrastructure Library

(

ITIL) Knowledge and understanding of

the best business

practices

identified

by Help Desk

Institute

(HDI) Excellent attention to detail skills Excellent

problem solving

skills Excellent oral and written communication skills General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment

. Assignment Location -

Government facility

located

in

the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force

frequently

or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer

monitors

and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements. Security

:

Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI) U.S.

Citizenship Pre-Screening

Consists of a review of up to but not limited to: Criminal history check - no felony convictions within the past

36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years CBP Background Investigation

Consists of a review of up to but not limited to: Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with

subject

, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces,

criminal

and/or civil litigation Tasks/activities include, but are not limited to: Oversee

s

daily performance of internal IT support

and

help desk operations Serves as the primary point of contact for briefing leadership Ensures constant oversight of proper

personnel coverage to mitigate staffing gaps Ensures alignment with CBP policies

for onboarding and offboarding of personnel Oversees training mandates Leads proces

s deliverables and supports standard operating procedures (SOPs) Attends, coordinates, and briefs monthly Program Management Review (PMR) meetings to provide

leadership

updates on operational performance Creates and

s

ubmits

daily, weekly, and

/or

monthly reports

to leadership Supports project managers in developing mitigation strategies Escalates risks and issues

timely Leads the review and improvement of key performance metrics (e.g., First Contact Resolution (FCR), agent availability, service

objectives

) Leads the translation of customer satisfaction feedback and survey results into improvement initiatives Ensures performance plans, reports, and deliverables are

submitted

on time and meets set standards Provides coaching, escalation support, and oversight to project managers across service areas Monitors project managers to ensure effective training is implemented Oversees

reviews of support request trends, FCR rates, and ticket patterns to guide strategic decisions Identifies

opportunities for improving efficiency in service desk workflows Tracks

customer satisfaction and contact quality to ensure

adherence to performance standards Coordinate

s

resolution of high-impact or escalated technical incidents Communicate

s

system outages, planned maintenance, or major incident updates Perform as an Oxley

Supervisor/

Team Lead

Perform as a Hiring Manager during the Recruiting Process Implement corporate goals;

Establish

and

implement

employee individual

goals Oversee timesheets, PTO management and tracking, and compliance items; Implement and

monitor

adherence to employee handbook, code of conduct, policies, and quality management practices Provide an environment that promotes productivity, efficiency, and quality Resolve employee/subcontractor issues; Address pain points; Provide guidance and problem solving Coach, mentor, motivate, and/or train employees and subcontractors Demonstrate familiarity wi

th

what each team member's responsibilities and assignments are Assemble weekly, bi-monthly, and/or monthly data for project reports and project past performance documents and project/corporate metrics

Compensation & Benefits:

The annual projected pay range for this position is $128,511.00 - $139,817.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals. Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at:

careers@oxleyenterprises.com

with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program.

http://www.dhs.gov/E-Verify

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