Program Manager II

Please note that this position is contingent upon the successful award of a contract currently under bid.

Global in service but local in approach, Nisga'a Tek is committed to high-quality service to those who defend us. Nisga'a Tek ensures mission assurance and execution for customers and warfighters. Providing intelligence, IT, cyber security, training, logistics, administrative, acquisition, and background investigation services.

Summary:

The Program Manager II shall provide a full range of Program Management support services for the purpose of operating an effective and efficient TSD. The Contractor shall provide strong, performance and process driven contractor leadership committed to continual process improvement. The Contractor program management support shall ensure that functions and services are managed according to current standards and best business practices as identified by Help Desk Institute (HDI) and Information Technology Infrastructure Library (ITIL) standards.

Essential Job Functions:

• Scheduling and supervising contractor personnel
• Continuously monitoring and managing the TSD's call, chat, email and ticket workflow, adjusting staffing and assignments to mitigate impact of call volume spikes and/or staffing shortages and communicating that impact to the Government in a timely fashion
• Ensuring supervisory coverage on all shifts as well as at least one supervisor covering each location (Virginia, Florida, and Texas)
• Following CBP policies and procedures for timely onboarding and off boarding of contract staff, including ensuring all prospective contractor personnel, upon receipt of invitation from the Electronic Questionnaires for Investigations
• Ensuring the completion and submittal of the required clearance application (e-QIP) within 30 days of e-QIP notification
• Continual monitoring of staffing, agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives, that "operational events" (spikes in volume and/or wait times) are identified and reported to Government in a timely manner, and that all operational events have an "after action report" identifying root cause, actions taken to mitigate, and plans for improvement if needed
• Ensuring work performed by contract personnel complies with existing CBP Processes and Procedures and providing objective evidence of compliance as requested
• Identifying ways to maximize and continuously improve Gross and Net First Contact Resolution (FCR)
• Briefing TSD Government leadership on daily, weekly, and/or monthly performance as requested
• Review and respond to customer feedback-including from customer satisfaction surveys and from customers reaching out directly to TSD-and apply that feedback to continuous improvement initiatives
• Leading efforts and providing continuous guidance for continual and measurable improvements to existing service delivery and customer experience
• Providing input and guidance concerning support requirements related to new technologies introduced to CBP that require TSD support-this includes identifying and flagging knowledge articles for revision and identifying knowledge gaps for potential knowledge article creation
• Managing the development, revision and use of templates and scripted responses for trouble tickets and email correspondences (currently, there are 10 active ServiceNow ticket templates and nearly 200 pre-scripted email responses) in order to make ticket creation and information gathering as efficient as possible
• Assisting the government Knowledge Management team in maintaining TSD's Knowledge Management System (KMS) library of roughly 500 articles-including reviewing, creating, and updating KMS documents as support needs require. All KMS documentation must be formatted to approved TSD templates and are subject to government review
• Assisting in the creation and management of self-service catalog items
• Following existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents
• Continually reviewing existing training and contract performance for opportunities to improve
• Monitoring "post training" work (including monitoring of new hires and work performed after recurring or remedial training) to ensure that agents are following instruction provided in training
• Ensuring contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership-tracking completion of training and reporting to TSD government leadership

Necessary Skills and Knowledge:

• Demonstrated ability to manage projects, to interact effectively with others in a broad range of functional and technical backgrounds, and to handle pressures in a deadline-driven environment.
• Demonstrated ability to use a high degree of professional judgment and ingenuity in interpreting guidelines for application in day-to-day issues and analyses. Ability to perform problem solving of a precedent-setting nature.
• Proficiency in using financial systems and software applications (e.g., Microsoft Excel, Word, PowerPoint, SharePoint) for presentation of analysis and preparation of supporting documentation.
• Strong leadership and communication skills, with the ability to influence and inspire cross-functional teams and stakeholders.
• Strategic thinker with a focus on driving results and achieving business objectives in a dynamic environment.

Minimum Qualifications:

• Minimum of 8-10 years of experience in project management or related role
• Minimum five (5) years' experience managing a service desk
• Ability to pass a background, credit check, and drug test

Preferred Qualifications:

• Bachelor's degree
• PMP certification or relevant project management certification is a plus

Pay and Benefits

The salary range for this position is $130,000 to $180,000 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.