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
Ready to make an impact supporting U.S. Customs and Border Protection (CBP)? We’re seeking a detail-oriented Project Manager to lead day-to-day service desk operations. If you excel at managing teams, optimizing workflows, and ensuring top-tier IT support in a fast-paced environment, we want to hear from you.
Position Description: The Project Manager - IT Support Services is responsible for managing service desk operations and ensuring the efficient delivery of end-user support.
Minimum/General Experience: 3 years of experience supporting an information technology (IT) service desk and providing supervision of personnel
Minimum Education: Bachelor’s degree in information systems, technology management, or related field

ESSENTIAL SKILLS/QUALIFICATIONS:

• Above average experience managing, scheduling, and coordinating coverage of help desk personnel
• Above average experience monitoring technician availability across all contact channels (e.g., phone, chat, email)
• Above average ability to quickly adjust and reassign personnel based on ticket volume
• Above average experience communicating operational spikes and issues to leadership
• Above average ability to create and implement policies and procedures
• Above average experience reviewing and updating standard operating procedures to support workflows
• Above average experience handling high-priority escalations
• Above average ability to identify process improvements to support performance management
• Above average ability to collect and analyze service delivery metrics (e.g., Service Level Agreements, wait times, First Contact Resolution (FCR))
• 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:

• Triages escalated issues and provides subject matter guidance
• Schedules and supervises service desk personnel
• Monitors and manages the Technology Service Desk’s (TSD) call, chat, email, and ticket workflow
• Reviews TSD tickets to ensure accuracy, quality, and adherence to policies and procedures
• Adjusts personnel assignments to mitigate impact of call volume spikes
• Notifies leadership of call volume impact in a timely manner
• Tracks performance to ensure within service delivery requirements
• Coordinates with technical personnel to escalate and resolve high-impact issues
• Manages workload balancing during staff shortages or outages
• Escalates priority tickets to higher-tier staff
• Provides daily operations updates to the Program Manager
• Tracks and analyzes recurring issues to identify potential process improvements
• Alerts the Program Manager of any potential risk indicators (e.g., high volume outage, staffing gaps)
• Supports process creation and contributes to reporting and metrics
• Ensures alignment with ITIL practices and organizational policies
• 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 $71,822.00 - $97,895.00 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