Program ManagerTrinity Global Consulting • Dulles, VA, US

Program Manager

Trinity Global Consulting • Dulles, VA, US

30+ days ago

Job type

Full-time

Job description

Job Description

Duties May Include :

Serve as primary liaison between contractor and Government leadership for all TSD operations and performance matters
Oversee program management support services including staffing, quality assurance, performance management, and knowledge management
Ensure continuous monitoring and management of TSD call, chat, email and ticket workflow across all tasks and locations
Lead operational event identification, escalation, and after-action reporting to mitigate impact of volume spikes and staffing issues
Coordinate incoming and outgoing transition activities including incumbent capture and knowledge transfer
Deliver monthly Program Management Review meetings and comprehensive performance reports to Government leadership

Requirements

Required Qualifications :

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

Bachelor's degree in Business Administration, Information Technology, or related field

Demonstrated experience with ITIL and HDI service desk standards and best practices

Strong leadership, communication, and problem-solving skills with proven ability to manage large-scale operations

Experience with government contracting and compliance requirements (FAR / DFARS, EEO / OFCCP)

Ability to obtain and maintain CBP Background Investigation

Desired Qualifications :

Master's degree in related discipline

PMP (Project Management Professional) certification

Experience with CBP or DHS contracts and operations

Knowledge of ServiceNow and Amazon Connect platforms

Previous experience managing cleared personnel and facilities

Bilingual (English / Spanish) capabilities

Benefits

At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes :

Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP.

Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements.

Paid Holidays – 11 federal holidays observed annually.

Disability & Life Insurance – Short-term / long-term disability, life insurance, and AD&D coverage included.

401(k) Retirement Plan – Competitive plan managed through Ameritas .

Professional Training – Formal training provided as required, with additional learning opportunities based on role.

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Program Manager • Dulles, VA, US

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