The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, IL, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY
Location: Government facility located in the DC Metropolitan Area
We’re seeking a Program Manager to lead IT Support Operations in support of the U.S. Customs and Border Protection (CBP). If you’re passionate about delivering efficient, high-quality IT services in a fast-paced environment, we want to hear from you.
Position Description: The Program Manager - IT Support Operations is responsible for overall customer satisfaction, help desk operations, and ensuring project managers and service desk technicians perform customer support services in accordance with CBP procedures.
Minimum/General Experience: 5 years of experience managing an information technology (IT) service desk
Minimum Education: Bachelor’s degree in information systems, technology management, or related field

ESSENTIAL SKILLS/QUALIFICATIONS:

• Excellent experience managing help desk personnel (e.g., Project Managers, Tier I and Tier II technicians)
• Excellent ability to oversee core functional service desk areas including staffing, quality, knowledge, and training
• Excellent experience providing policy compliance oversight
• Excellent experience supporting risk mitigation and communication across operational areas
• Excellent experience briefing leadership and integrating feedback into service delivery
• Excellent experience creating and maintaining performance plans and reports
• Above average ability to ensure high quality deliverables are submitted on time
• Above average experience providing service-level monitoring and reporting
• Above average experience leading performance improvement initiatives
• Above average experience performing root cause analysis and providing trend reporting
• Above average knowledge of help desk systems and software (e.g., ServiceNow, Remedy)
• Above average knowledge of the Information Technology Infrastructure Library (ITIL)
• Knowledge and understanding of the best business practices identified by Help Desk Institute (HDI)
• Excellent attention to detail skills
• Excellent problem solving skills
• Excellent oral and written communication skills

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.

• Assignment Location - Government facility located in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Typing, communicating, repetitive motions.
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
• Inside environmental conditions with protection from outside elements.

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check - no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check - bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject, peers, spouse, former spouse(s), neighbors
• Residency verification
• Public records check - bankruptcies, divorces, criminal and/or civil litigation

TASKS/ACTIVITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Oversees daily performance of internal IT support and help desk operations
• Serves as the primary point of contact for briefing leadership
• Ensures constant oversight of proper personnel coverage to mitigate staffing gaps
• Ensures alignment with CBP policies for onboarding and offboarding of personnel
• Oversees training mandates
• Leads process deliverables and supports standard operating procedures (SOPs)
• Attends, coordinates, and briefs monthly Program Management Review (PMR) meetings to provide leadership updates on operational performance
• Creates and submits daily, weekly, and/or monthly reports to leadership
• Supports project managers in developing mitigation strategies
• Escalates risks and issues timely
• Leads the review and improvement of key performance metrics (e.g., First Contact Resolution (FCR), agent availability, service objectives)
• Leads the translation of customer satisfaction feedback and survey results into improvement initiatives
• Ensures performance plans, reports, and deliverables are submitted on time and meets set standards
• Provides coaching, escalation support, and oversight to project managers across service areas
• Monitors project managers to ensure effective training is implemented
• Oversees reviews of support request trends, FCR rates, and ticket patterns to guide strategic decisions
• Identifies opportunities for improving efficiency in service desk workflows
• Tracks customer satisfaction and contact quality to ensure adherence to performance standards
• Coordinates resolution of high-impact or escalated technical incidents
• Communicates system outages, planned maintenance, or major incident updates
• Perform as an Oxley Supervisor/Team Lead
• Perform as a Hiring Manager during the Recruiting Process
• Implement corporate goals; Establish and implement employee individual goals
• Oversee timesheets, PTO management and tracking, and compliance items; Implement and monitor adherence to employee handbook, code of conduct, policies, and quality management practices
• Provide an environment that promotes productivity, efficiency, and quality
• Resolve employee/subcontractor issues; Address pain points; Provide guidance and problem solving
• Coach, mentor, motivate, and/or train employees and subcontractors
• Demonstrate familiarity with what each team member’s responsibilities and assignments are
• Assemble weekly, bi-monthly, and/or monthly data for project reports and project past performance documents and project/corporate metrics
  CompensationBenefits: The annual projected pay range for this position is $128,511.00 - $139,817.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location.

Oxley Enterprises, Inc. offers a full array of benefits including:

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.
If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information:
Subject Line: Accommodation Request
Provide a description of your accommodation request
Include your contact information: Full name, Email address, Best number to reach you (optional)
We participate in the E-Verify program. http://www.dhs.gov/E-Verif

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.

• Assignment Location - Government facility located in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Typing, communicating, repetitive motions.
• Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
• Inside environmental conditions with protection from outside elements