Program Manager II
About The Position
At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, helping federal agencies achieve their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that make a real difference. Aretec is hiring a Program Manager II to lead day‑to‑day and strategic operations for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as the primary point of contact for the Government and is responsible for managing a large‑scale, 24x7 IT service desk supporting CBP personnel. The ideal candidate is a seasoned service desk leader with strong experience in ITIL‑aligned operations, government contracting environments, and high‑availability customer support services.
Requirements
- Minimum 5 years of experience managing a 24x7 IT service desk with 50+ staff members.
- Demonstrated experience implementing and operating service desks using ITIL and HDI frameworks.
- Strong leadership, communication, organizational, and problem‑solving skills.
- Proven experience managing programs under U.S. Government contracts.
- Sole U.S. citizenship required; must successfully pass a CBP Background Investigation (BI).
Nice To Haves
- ITIL v4 Foundation (or higher) certification.
- HDI Support Center Manager (SCM) or Support Center Director (SCD) certification.
- PMP or equivalent project management certification.
- Prior CBP or DHS service desk experience.
- Experience with ServiceNow and Amazon Connect.
- Experience managing multi‑site, geographically dispersed teams.
Responsibilities
- Act as the Contractor's primary point of contact for the Contracting Officer's Representative (COR) and CBP senior leadership.
- Provide comprehensive program management oversight for a 24x7 Technology Service Desk operation.
- Ensure service desk processes and services align with ITIL and HDI best practices.
- Oversee staffing and resource management, including scheduling, supervision of contractor personnel, and real‑time monitoring of call, chat, email, and ticket workflows.
- Adjust staffing and operational approaches in response to volume spikes and mission needs.
- Manage service quality and performance by monitoring AQLs, identifying operational issues, producing after‑action reports, and implementing continuous improvement initiatives.
- Lead knowledge management and service catalog activities, including maintenance of approximately 500 KMS articles, ticket templates, and scripted responses.
- Direct training programs to ensure staff proficiency in tools, processes, security requirements, and customer service standards.
- Plan and execute incoming and outgoing contract transitions to ensure uninterrupted service delivery.
- Develop and deliver monthly Program Management Review (PMR) materials and written reports.
- Coordinate and facilitate PMR meetings, daily CIO reports, daily metric briefings, and weekly performance reviews.
- Proactively identify opportunities to improve service delivery, operational efficiency, and the customer experience.
Benefits
- Health, Dental, and Vision Insurance
- 401(k) with Employer Match
- Certification and Professional Development Support
- Paid Time Off and Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
