Program Manager II

Cherokee Nation System Solutions (CNSS) is seeking a highly skilled Program Manager II to lead the 24x7x365 operations of the U.S. Customs and Border Protection (CBP) Technology Service Desk (TSD). The Program Manager will serve as the primary point of contact for the Contracting Officer Representative (COR) and senior government stakeholders, ensuring world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide.

This position demands a proven leader who can manage large-scale IT service desk operations, drive continuous process improvements, and deliver superior customer experience across multiple contact channels, including phone, chat, email, and self-service.

Compensation & Benefits:

Estimated Starting Salary Range for Program Manager II:

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Program Manager II Responsibilities Include:

• Serve as the Contractor's POC for the COR and senior-level government managers.
• Oversee 24x7x365 operations of a global service desk providing Tier 1 support, Account Service Desk operations, and advanced support services.
• Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding/offboarding of contract staff.
• Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards, continuously monitoring workflows and reporting on service delivery metrics.
• Lead quality assurance efforts, ensuring performance objectives are met, operational events are communicated with after-action reporting, and First Contact Resolution (FCR) is maximized.
• Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership.
• Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements.
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with CBP requirements.
• Oversee training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
• Drive continual service improvements, including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning.

Program Manager II Experience, Education, Skills, Abilities requested:

• Minimum of five (5) years' experience managing a 24/7 IT Service Desk operation with at least 50 staff.
• Demonstrated experience leading IT Service Desk operations in alignment with HDI and ITIL best practices.
• Strong leadership, communication, and organizational skills with proven success managing geographically dispersed teams.
• Experience with workforce management, quality assurance, knowledge management, and customer feedback integration.
• Ability to work collaboratively with government stakeholders, contractors, and cross-functional teams.
• U.S. citizenship and ability to obtain/maintain a CBP Public Trust clearance.

• Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

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IT Service Desk Program Manager

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Keywords

24x7 IT Service Desk Management

ITIL / HDI Help Desk Operations

Program Manager Federal IT

Technology Service Desk Leadership

Tier 1 IT Support Management

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.