Sr. Manager driving brand strategy and program management for HEYDUDE at Crocs. Partnering with senior leadership to execute strategic initiatives and optimize organizational performance.
About the role
- Program Manager leading IT support services for a 24/7 CBP Service Desk. Ensuring high-quality service delivery and compliance with federal standards in a hybrid environment.
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.
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.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Senior Program Manager, Learning and Development at GXO Logistics. Designing impactful training programs aligned with logistics operations for workforce development.
Senior Program Manager at GXO Logistics overseeing talent and learning initiatives across Europe. Collaborating with local HR partners to deliver effective programs and projects.
Program Operations Coordinator at GXO handling Data Center operations and logistics. Focus on server requirements, efficiency, and strategic deployment initiatives.
Program Manager overseeing systems development at HII's Mission Technologies division, managing customer relations, requirements, and program oversight with a team of experts.
Principal Program Manager leading a cross - functional team for Pricing and Reference Data solutions at FactSet. Overseeing complex financial data initiatives and ensuring alignment with business objectives.
Program Director overseeing PRI's Certification program, focusing on strategic leadership, profitability, and growth. Driving customer engagement and collaboration with internal and external stakeholders in a hybrid environment.
Study Abroad Advisor managing portfolio of CALS study abroad programs. Supporting students through program exploration, advising, and emergency assistance while abroad.
Global HEOR Program Manager at Ascendis Pharma coordinating project activities and managing budget processes within the pharmaceutical industry. Ensuring compliance and successful execution of HEOR initiatives.
Principal Digital Program Manager overseeing digital product development for Condition Monitoring and Inspections at Caterpillar. Collaborating with stakeholders to execute 2030 Strategy deliverables.