Senior Program Manager - CBP

ValidaTek, Inc.•Ashburn, VA

18d

About The Position

The Program Manager provides overall leadership, strategic direction, and operational oversight for a 24/7/365 CBP Service Desk support program. This role is responsible for ensuring high-quality service delivery across Service Desk operations, deskside support, field support teams, and escalation coordination with network, system, and cybersecurity groups. The Program Manager works closely with CBP leadership, contractor staff, and stakeholder organizations to deliver reliable, secure, user-focused IT support services in alignment with performance standards, mission priorities, and federal compliance requirements. This position requires strong managerial, communication, and organizational capabilities, along with experience supporting enterprise-level IT environments within the federal sector.

Requirements

U.S. Citizenship required (per CBP security/suitability requirements).
Ability to obtain and maintain CBP Public Trust / Suitability.
Bachelor’s degree in Business Administration, IT Management, Engineering, or a related discipline (or equivalent experience).
7+ years of experience managing IT support, service desk operations, or enterprise IT service delivery programs.
Demonstrated experience leading teams in a high-volume, performance-based 24/7/365 IT support environment with a minimum of 50 FTEs.
Experience implementing and managing ITIL-based service management practices and measurable performance metrics.
Strong understanding of enterprise desktop, network, and cloud support environments.
Excellent communication, briefing, reporting, and stakeholder engagement skills.

Nice To Haves

Prior experience supporting DHS mission programs, particularly CBP, ICE, USCIS, USCG, or HQ.
ITIL Foundation or ITIL Intermediate certification.
Project Management Professional (PMP) or Certified Scrum Master (CSM) certification.
Experience with enterprise ticketing platforms such as ServiceNow, Ivanti Service Manager, Remedy, or Cherwell.
Experience managing transition-in / transition-out plans for service continuity during contractor turnover.

Responsibilities

Provide overall contract and program leadership for the CBP Service Desk environment, ensuring consistent and effective IT support service delivery.
Serve as the primary point of contact (POC) to CBP program managers, technical leadership, and government stakeholders.
Lead, mentor, and manage Service Desk, Shift Leads, Tier 1 and Tier 2 support personnel, and associated field support resources.
Oversee performance-based service delivery metrics, SLAs, KPIs, ticket response/resolution times, and user satisfaction.
Conduct regular status briefings, performance reviews, and operational summaries for CBP leadership.
Develop and enforce standard operating procedures (SOPs), quality assurance processes, and service improvement initiatives.
Support onboarding, workforce planning, training, and career development for contractor personnel.
Ensure escalated incidents, outages, and high-visibility service interruptions are coordinated and resolved efficiently, including leading or supporting incident response bridges as required.
Coordinate with engineering teams, cybersecurity teams, data centers, and enterprise service providers to resolve systemic issues and implement improvements.
Manage project schedules, resources, budgets, and procurement requirements in compliance with CBP and federal acquisition policies.
Ensure documentation, reporting, and compliance align with ITIL-based service management processes and DHS enterprise standards.