Senior Program Manager orchestrating strategic deployment initiatives at TELUS. Managing complex programs and execution of regional go - to - market strategies.
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
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