Job Description

Position Description:

** This position is contingent upon when the contract will be awarded.

The Operations/Project Manager is a key member of our contract’s senior leadership team that manages internal operations teams and subcontractor personnel to provide mission-critical Enterprise IT support to our federal customer.  Our team supporting the Customs and Border Protection (CBP) Technology Service Desk (TSD) provides this critical Homeland Security organization with Tier I (internal CBP and external users) and Tier II Operations support, as well as support to the Account Service Desk (ASD) for the Automated Commercial Environment. The Operations/Project Manager will collaborate with functional team leads, and subcontracting partners to ensure successful delivery of all program-required IT services and support. 

The Operations/Project Manager is charged with managing all projects and applicable directives at a quality level acceptable to the government customer. The Project Manager will also act in support of PMO functions as required.

Responsibilities:

• Provide day-to-day oversight and management of the TSD Tier I Internal Operations (providing 24x7x365 Tier I support to internal CBP system users as well as first level support for all CBP customer technology inquiries and support services) and External Operations (centralized 24x7x365 coverage for Participating Government Agencies (PGA), importers and exporters who access CBP applications)
• Conducts project meetings and performing project tracking and analysis
• Develops detailed work plans, schedules, custom workflows, resource plans, and status reports
• Takes projects from requirements analysis through final release and implementation to the production environment
• Plans, designs, and implements processes within the PMO to meet current and evolving business requirements of internal stakeholders within the Enterprise Support Services environment.
• Interfaces with cross-functional areas including end users, developers, system administrators and government leads
• Provide performance reporting against objectives outlined in the PWS in assigned areas of responsibility
• Provide regular reporting on operations management and staffing levels
• Provide regular reports on projects and initiatives, including but not limited to onboarding of new support technologies and onboarding of new systems/applications that require TSD support 

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Solid managerial, communication and problem-solving skills
• A minimum of three years of service desk and supervisory experience 

Preferred Skills/Experience:

• Bachelor’s degree with 3 years of experience in IT Project Management environment or Associate’s degree with 5 years of experience, in a large scale Enterprise IT environment
• ITIL v4 certification (or prior ITIL certification with the ability to get v4 within six months)
• PMP Certified
• Exposure to Enterprise tools e.g., ServiceNow
• Exposure to Software Development Life Cycle (SDLC) and agile development

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