Program Manager

Job DescriptionJob Description

CONTINGENT UPON CONTRACT AWARD

Location: Ashburn, VA

Security Clearance: Must be able to obtain and maintain a DHS/CBP suitability clearance (Tier 2 MBI or equivalent) in accordance with DHS requirements.

The Program Manager serves as the Contractor’s primary point of contact with the COR and CBP senior leadership. Responsible for overall contract execution, strategic direction, and ensuring service delivery across all Technology Service Desk (TSD) operations.

Responsibilities:

• Provide full program management support for a 24x7x365 IT Service Desk (50+ staff).
• Oversee staffing/resource management, including coverage at Ashburn, Orlando, and San Antonio sites
• Monitor call/chat/email/ticket workflow and adjust staffing as needed.
• Ensure quality and performance management, including First Contact Resolution and operational event reporting
• Develop and maintain SOPs, performance reports, and Program Management Review (PMR) deliverables
• Lead continual improvement in service delivery, knowledge management, training, and customer experience.
• Serve as principal interface with CBP for escalations, reporting, and contract compliance.

Required Qualifications:

• Minimum 5 years managing a 24x7 IT service desk with ≥50 staff
• Proven leadership, contract management, and stakeholder engagement skills.
• Experience with ITIL/HDI standards and government reporting requirements.

Charles F. Day & Associates, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to , , , , , , , , or veteran status.