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Program Manager II

Program Manager II

Clearance JobsAshburn, VA, US
29 days ago
Job type
  • Full-time
Job description

Program Manager II

For more than a decade, Karthik Consulting has been a reliable and trusted advisor to our government customers, providing independent and unbiased recommendations and solutions to mitigate risk and help solve IT issues. We bring the innovation, passion, and agility of the commercial sector to meet the unique challenges of this competitive space. Karthik Consulting is seeking a Program Manager II with the below skillset.

Position Overview :

The Program Manager II serves as the primary contractor point of contact for the Contracting Officer Representative (COR) and government senior-level managers, providing comprehensive oversight of the Technology Service Desk services supporting over 65,000 CBP employees, contractors, and trade partners across 1,800+ locations worldwide.

Essential Functions :

  • Strategic Leadership : Direct the overall program management of 24x7x365 technology service desk operations, ensuring seamless delivery of Tier I, Tier II, and ACE Account Service Desk support across multiple geographic locations.
  • Government Relations : Serve as the principal interface with CBP leadership, maintaining regular communication with the COR, program office, and senior government officials regarding operational performance, strategic initiatives, and program outcomes.
  • Performance Management : Oversee achievement of all Acceptable Quality Levels (AQLs), including ?85% Service Level Answer Time, ?90% Email Processing, and ?80% First Contact Resolution metrics.
  • Risk Management : Identify, assess, and mitigate operational risks while ensuring continuous compliance with DHS security requirements and CBP enterprise architecture standards.
  • Resource Optimization : Direct staffing strategies that maintain adequate coverage across three primary locations (Ashburn, VA; Orlando, FL; San Antonio, TX) while managing complex background investigation timelines.

Required Qualifications :

  • Minimum five (5) years of experience managing a 24-hour a day, 7-day per week Information Technology service desk operation with at least 50 staff members.
  • Demonstrated ability to lead large, geographically distributed teams while maintaining high performance standards and customer satisfaction ratings.
  • Comprehensive understanding of ITIL best practices, service management tools (ServiceNow), and federal IT security requirements.
  • Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation.
  • Exceptional written and verbal communication skills with proven ability to brief senior government officials and prepare comprehensive program reports.

    • Preferred Qualifications :

  • Previous experience managing federal IT service desk operations.
  • Knowledge of CBP systems and applications.
  • Project Management Professional (PMP) certification.
  • ITIL Foundation or higher certification.
  • Experience with Amazon Connect call management systems.

    • Performance Metrics :

  • Customer Satisfaction : ?90% favorable ratings.
  • Operational Event Handling : ?90% events properly notified and documented.
  • Program Management Quality : ?90% quality score on deliverables.
  • Team Performance : Achievement of all established service level agreements.

    • Primary Duties and Responsibilities :

    Strategic Leadership and Government Relations :

  • Serve as Primary COR Interface : Function as the contractor's principal point of contact for the Contracting Officer Representative (COR) and government senior-level managers.
  • Government Briefings : Brief TSD government leadership on daily, weekly, and / or monthly performance as requested.
  • Strategic Communication : Maintain regular communication with CBP leadership regarding operational performance, strategic initiatives, and program outcomes.

    • Staffing and Resource Management :

  • 24x7 Supervisory Coverage : Schedule and supervise contractor personnel, ensuring appropriate coverage across all tasks and ensuring staff supports one task at a time.
  • Monitor Workforce Management : Continuously monitor and manage the TSD's call, chat, email, and ticket workflow, adjusting staffing and assignments to mitigate impact of call volume spikes and / or staffing shortages.
  • Multi-Location Supervision : Ensure supervisory coverage on all shifts as well as at least one supervisor covering each associated location (Ashburn, Virginia; Orlando, Florida; San Antonio, Texas).
  • Background Investigation Management : Follow 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 :

  • Performance Oversight : Ensure contractor performs all functions and meets performance objectives identified in the PWS, including Addendum A Quality Assurance Criteria and Measurements.
  • Real-time Monitoring : Continuously monitor staffing, agent availability / productive status, and contact volume to ensure contact handling is performed within service delivery objectives.
  • Operational Event Management : Identify and report "operational events" (spikes in volume and / or wait times) to government in a timely manner, and provide an "after action report" that identifies root cause, actions taken to mitigate, and plans for improvement after each operational event.
  • Process Compliance : Ensure work performed by contract personnel complies with existing CBP TSD Processes and Procedures and provide objective evidence of compliance as requested.
  • Continuous Improvement : Identify ways to maximize and continuously improve First Contact Resolution (FCR).

    • Deliverable Management :

  • Document Delivery : Deliver effective Standard Operating Procedures (SOPs), performance reports, and other deliverables (outlined in Section 6 of the PWS) accurately and on time.
  • Customer Feedback Integration : Review and respond to customer feedbackincluding from customer satisfaction surveys and from customers reaching out directly to TSDand apply that feedback to continuous improvement initiatives.
  • Lead Improvement Initiatives : Drive customer-focused improvements in resource planning, management, and training.
  • Analyze Support Trends : Analyze trends in incoming support requests to devise methods to reduce incoming call and email volume.

    • Knowledge and Service Catalog Management :

  • Technology Support Planning : Provide input and guidance concerning support requirements related to new technologies introduced to CBP that require TSD supportincluding identifying and flagging knowledge articles for revision and identifying knowledge gaps for potential knowledge article creation.
  • Template Management : Manage the development, revision, and use of templates and scripted responses for trouble tickets and email correspondences (currently 10 active ServiceNow ticket templates and 200 pre-scripted email responses).
  • Knowledge Management Collaboration : Assist the government Knowledge Management team in maintaining TSD's Knowledge Management System (KMS) library of roughly 500 articlesincluding reviewing, creating, and updating KMS documents as support needs require.
  • Self-Service Catalog Support : Assist in the creation and management of self-service catalog items.

    • Training Oversight :

  • Training Program Management : Ensure contract personnel are adequately trained in the tools, processes, procedures, and customer service best practices required to perform the services outlined in the PWS.
  • Curriculum Implementation : Follow existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents.
  • Training Evaluation : Monitor "post training" work (including monitoring of new hires and work performed after recurring or remedial training) to ensure agents are following instruction provided in training.
  • Compliance Training : Ensure contractor personnel take all government-mandated training within deadlines established by TSD Government Leadershiptracking completion of training and reporting to TSD government leadership.
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