Operations Manager

Job Summary

A company is looking for an Operations Manager / Project Manager II to provide operational leadership for the Customs and Border Protection Technology Service Desk.

Key Responsibilities

• Manage day-to-day operations for the CBP Technology Service Desk across multiple locations
• Monitor and adjust staffing and assignments to handle call, chat, email, and ticket workflows
• Produce after action reports and ensure compliance with established processes and procedures

Required Qualifications

• Minimum 3 years of supervisory experience in an IT service desk or technical support environment
• Sole U.S. citizenship required and ability to pass a CBP Background Investigation
• Strong managerial and organizational skills
• Experience with 24x7 IT service desk operations is preferred
• ITIL v4 Foundation certification is a plus