Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
Chronos Operations, LLC is seeking a Program Manager 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, 24x7x365 IT service desk supporting CBP personnel. The Program Manager shall be a seasoned service desk leader with strong experience in ITIL-aligned operations, government contracting environments, and high-availability customer support services.
Responsibilities:
Serve as the Contractor's primary point of contact for the Contracting Officer's Representative (COR) and Government senior-level managers.
Provide full range of Program Management support services for operating an effective and efficient Technology Service Desk (TSD).
Ensure functions and services are managed per HDI and ITIL standards and best practices.
Oversee staffing and resource management: scheduling, supervising contractor personnel, monitoring call/chat/email/ticket workflow, and adjusting staffing for volume spikes.
Ensure quality assurance and performance management: monitor AQLs, identify and report operational events, deliver after-action reports, and drive continuous improvement.
Oversee knowledge and service catalog management, including KMS library maintenance (~500 articles), ticket templates, and scripted responses.
Direct training program ensuring staff are adequately trained in tools, processes, and customer service best practices.
Lead incoming and outgoing transition planning and execution, ensuring seamless transfer of operations.
Prepare and deliver Program Management Review (PMR) materials and written reports monthly.
Coordinate and facilitate monthly PMR meetings, daily CIO reports, daily metrics briefings, and weekly performance reports.
Identify and implement continuous improvements in service delivery and customer experience.
Other duties as assigned.
Qualifications:
Minimum 5 years of experience managing a 24x7x365 IT service desk of at least 50+ staff.
Demonstrated experience with ITIL and HDI frameworks.
Experience with government contract program management.
Must be available to support 24x7x365 on-call duties, as needed, in response to operational requirements.
U.S. Citizenship required; must be able to pass CBP Background Investigation (BI).
Preferred Qualifications:
Bachelor’s degree in Business Administration, Information Technology or related field preferred.
Experience may be used in lieu of education
ITIL v4 Foundation or higher certification.
HDI Support Center Manager or Director certification.
PMP or equivalent project management certification.
Prior CBP or DHS service desk management experience.
Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect.
Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
Ability to support on-call duties, as needed.
Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
Strong written and verbal communication skills for technical documentation and stakeholder coordination.
Excellent communication, leadership, and project management skills.
Ability to work effectively in cross-functional teams and under senior analyst guidance.
Ability to meet minimum clearance requirements.
Ability to work nights, weekends, and holidays as required.
Ability to travel 10%.
How you’ll grow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOS’s culture
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenega’s impact on the world.
Chenega MIOS News- https://chenegamios.com/news/
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program