Operations Manager / Project Manager II

• Manage daily Tier 1 service desk operations, ensuring timely and accurate resolution of customer issues via phone, chat, email, and self-service portals.
• Ensure all staff deliver customer-focused, reliable, and responsive IT support that aligns with CBP mission needs.
• Proactively monitor contact volume and workflow, adjusting resources to maintain service delivery standards.
• Supervise service desk teams across multiple sites (Ashburn, VA; Orlando, FL; San Antonio, TX) to ensure adequate coverage and staffing across all shifts.
• Oversee staff scheduling, onboarding, offboarding, and compliance with CBP security and background investigation requirements.
• Provide consistent supervisory presence, ensuring staff are aligned to assigned tasks.
• Track, analyze, and report on service desk performance metrics, including agent productivity, First Contact Resolution (FCR), and customer satisfaction.
• Deliver daily, weekly, and monthly performance briefings to government leadership.
• Identify and respond to “operational events” (spikes in volume, wait times, or outages), providing after-action reports and recommendations for improvement.
• Ensure compliance with CBP policies, SOPs, and quality assurance criteria.
• Support the development and maintenance of knowledge management systems, templates, scripted responses, and service catalog items.
• Collaborate with CBP Knowledge Management teams to review, create, and update knowledge base articles (500+ currently maintained).
• Ensure agents receive appropriate training, refresher courses, and remedial coaching to maintain high-quality service delivery.
• Track and report completion of all required government-mandated training.
• Identify opportunities to streamline operations, reduce call/email volumes, and improve customer experience.
• Incorporate customer feedback into operational enhancements and training updates.

• Staffing & Resource Management
• Quality Assurance & Performance Management
• Knowledge & Training Management
• Continuous Improvement

• Minimum of three (3) years of IT Service Desk supervisory experience.
• Proven ability to manage service desk operations in a 24/7/365 environment.
• Strong leadership, communication, and problem-solving skills.
• Demonstrated success in workforce management, quality assurance, and customer satisfaction improvement.
• Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.

• ITIL Foundation certification or higher.
• HDI Support Center Manager or equivalent certification.
• Experience supporting federal IT service environments or large-scale enterprise IT service desks.
• Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms.

US citizenship and the ability to obtain/maintain a CBP Public Trust clearance.
NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.   
  
Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. 
Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.