TJFACT LLC - Totally Joined for Achieving Collaborative Techniques
Program Manager
TJFACT LLC - Totally Joined for Achieving Collaborative Techniques, Ashburn, Virginia, United States, 22011
Join to apply for the
Program Manager
role at
TJFACT LLC - Totally Joined for Achieving Collaborative Techniques
2 days ago Be among the first 25 applicants
Join to apply for the
Program Manager
role at
TJFACT LLC - Totally Joined for Achieving Collaborative Techniques
About TJFACT 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. The service locations include Ashburn, VA, Orlando, FL, and Austin, 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.
Responsibilities
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 TSD’s 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 accurately and on time
Reviewing and responding to customer feedback—including from customer satisfaction surveys and from customers reaching out directly to TSD—and 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 support
Managing the development, revision and use of templates and scripted responses for trouble tickets and email correspondences
Assisting the government Knowledge Management team in maintaining TSD’s Knowledge Management System (KMS) library of roughly 500 articles
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 to ensure agents are following instruction provided in training
Ensuring contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership
Required Qualifications
The Program Manager shall serve as the Contractor’s 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
Equal Opportunity 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.
Arlington, VA
Salary: $165,000.00-$215,000.00
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Program Manager
role at
TJFACT LLC - Totally Joined for Achieving Collaborative Techniques
2 days ago Be among the first 25 applicants
Join to apply for the
Program Manager
role at
TJFACT LLC - Totally Joined for Achieving Collaborative Techniques
About TJFACT 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. The service locations include Ashburn, VA, Orlando, FL, and Austin, 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.
Responsibilities
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 TSD’s 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 accurately and on time
Reviewing and responding to customer feedback—including from customer satisfaction surveys and from customers reaching out directly to TSD—and 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 support
Managing the development, revision and use of templates and scripted responses for trouble tickets and email correspondences
Assisting the government Knowledge Management team in maintaining TSD’s Knowledge Management System (KMS) library of roughly 500 articles
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 to ensure agents are following instruction provided in training
Ensuring contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership
Required Qualifications
The Program Manager shall serve as the Contractor’s 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
Equal Opportunity 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.
Arlington, VA
Salary: $165,000.00-$215,000.00
#J-18808-Ljbffr