Operations Manager / Project Manager II
Nationwide IT Services
- Ashburn, VA
- Permanent
- Full-time
Remote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX
Ability to obtain and maintain a CBP Public Trust clearance.Nationwide IT Services (NIS) is seeking an experienced and detail-oriented Operations Manager / Project Manager II for a potential opportunity to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). This role will lead and oversee the day-to-day operations of CBP’s 24x7x365 Technology Service Desk (TSD), which provides worldwide IT support to more than 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies across 1,800+ locations.The TSD serves as the first line of contact for resolving technology-related issues across nearly 300 enterprise applications and IT services. The Operations Manager will play a critical role in ensuring superior service delivery, workforce efficiency, compliance with ITIL and HDI best practices, and continuous process improvement.Operations Manager/Project Manager II Responsibilities Include:
Operational Leadership & Customer Service
- Manage daily Tier 1 service desk operations, ensuring timely and accurate resolution of customer issues via phone, chat, email, and self-service portals.
- Ensure all staff deliver customer-focused, reliable, and responsive IT support that aligns with CBP mission needs.
- Proactively monitor contact volume and workflow, adjusting resources to maintain service delivery standards.
- Supervise service desk teams across multiple sites (Ashburn, VA; Orlando, FL; San Antonio, TX) to ensure adequate coverage and staffing across all shifts.
- Oversee staff scheduling, onboarding, offboarding, and compliance with CBP security and background investigation requirements.
- Provide consistent supervisory presence, ensuring staff are aligned to assigned tasks.
- Track, analyze, and report on service desk performance metrics, including agent productivity, First Contact Resolution (FCR), and customer satisfaction.
- Deliver daily, weekly, and monthly performance briefings to government leadership.
- Identify and respond to “operational events” (spikes in volume, wait times, or outages), providing after-action reports and recommendations for improvement.
- Ensure compliance with CBP policies, SOPs, and quality assurance criteria.
- Support the development and maintenance of knowledge management systems, templates, scripted responses, and service catalog items.
- Collaborate with CBP Knowledge Management teams to review, create, and update knowledge base articles (500+ currently maintained).
- Ensure agents receive appropriate training, refresher courses, and remedial coaching to maintain high-quality service delivery.
- Track and report completion of all required government-mandated training.
- Identify opportunities to streamline operations, reduce call/email volumes, and improve customer experience.
- Incorporate customer feedback into operational enhancements and training updates.
- Staffing & Resource Management
- Quality Assurance & Performance Management
- Knowledge & Training Management
- Continuous Improvement
- Minimum of three (3) years of IT Service Desk supervisory experience.
- Proven ability to manage service desk operations in a 24/7/365 environment.
- Strong leadership, communication, and problem-solving skills.
- Demonstrated success in workforce management, quality assurance, and customer satisfaction improvement.
- Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.
- ITIL Foundation certification or higher.
- HDI Support Center Manager or equivalent certification.
- Experience supporting federal IT service environments or large-scale enterprise IT service desks.
- Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms.