Program Manager
Duties May Include:
- Serve as primary liaison between contractor and Government leadership for all TSD operations and performance matters
- Oversee program management support services including staffing, quality assurance, performance management, and knowledge management
- Ensure continuous monitoring and management of TSD call, chat, email and ticket workflow across all tasks and locations
- Lead operational event identification, escalation, and after-action reporting to mitigate impact of volume spikes and staffing issues
- Coordinate incoming and outgoing transition activities including incumbent capture and knowledge transfer
- Deliver monthly Program Management Review meetings and comprehensive performance reports to Government leadership
Required Qualifications:
- Minimum of five (5) years of experience managing a 24 hour a day, 7 day per week Information Technology (IT) service desk of at least 50 staff
- Bachelor's degree in Business Administration, Information Technology, or related field
- Demonstrated experience with ITIL and HDI service desk standards and best practices
- Strong leadership, communication, and problem-solving skills with proven ability to manage large-scale operations
- Experience with government contracting and compliance requirements (FAR/DFARS, EEO/OFCCP)
- Ability to obtain and maintain CBP Background Investigation
Desired Qualifications:
- Master's degree in related discipline
- PMP (Project Management Professional) certification
- Experience with CBP or DHS contracts and operations
- Knowledge of ServiceNow and Amazon Connect platforms
- Previous experience managing cleared personnel and facilities
- Bilingual (English/Spanish) capabilities
At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes:
- Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP.
- Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements.
- Paid Holidays – 11 federal holidays observed annually.
- Disability & Life Insurance – Short-term/long-term disability, life insurance, and AD&D coverage included.
- 401(k) Retirement Plan – Competitive plan managed through Ameritas.
- Professional Training – Formal training provided as required, with additional learning opportunities based on role.
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