Program Manager II

Program Manager II

CBP Technology Service Desk (TSD)

Location: Ashburn, VA (National Capital Region) - On‑site

Schedule: Day shift; on‑call 24/7 as needed

Employment Type: Full‑time

Clearance Requirement: CBP Background Investigation (Unclassified)

About Aretec

At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data‑driven operations, and business optimization, helping federal agencies achieve their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that make a real difference.

Position Summary

Aretec is hiring a Program Manager II 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, 24x7 IT service desk supporting CBP personnel. The ideal candidate is a seasoned service desk leader with strong experience in ITIL‑aligned operations, government contracting environments, and high‑availability customer support services.

What You'll Do

• Act as the Contractor's primary point of contact for the Contracting Officer's Representative (COR) and CBP senior leadership.

• Provide comprehensive program management oversight for a 24x7 Technology Service Desk operation.

• Ensure service desk processes and services align with ITIL and HDI best practices.

• Oversee staffing and resource management, including scheduling, supervision of contractor personnel, and real‑time monitoring of call, chat, email, and ticket workflows.

• Adjust staffing and operational approaches in response to volume spikes and mission needs.

• Manage service quality and performance by monitoring AQLs, identifying operational issues, producing after‑action reports, and implementing continuous improvement initiatives.

• Lead knowledge management and service catalog activities, including maintenance of approximately 500 KMS articles, ticket templates, and scripted responses.

• Direct training programs to ensure staff proficiency in tools, processes, security requirements, and customer service standards.

• Plan and execute incoming and outgoing contract transitions to ensure uninterrupted service delivery.

• Develop and deliver monthly Program Management Review (PMR) materials and written reports.

• Coordinate and facilitate PMR meetings, daily CIO reports, daily metric briefings, and weekly performance reviews.

• Proactively identify opportunities to improve service delivery, operational efficiency, and the customer experience.

Required Qualifications

• Minimum 5 years of experience managing a 24x7 IT service desk with 50+ staff members.

• Demonstrated experience implementing and operating service desks using ITIL and HDI frameworks.

• Strong leadership, communication, organizational, and problem‑solving skills.

• Proven experience managing programs under U.S. Government contracts.

• Sole U.S. citizenship required; must successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

• ITIL v4 Foundation (or higher) certification.

• HDI Support Center Manager (SCM) or Support Center Director (SCD) certification.

• PMP or equivalent project management certification.

• Prior CBP or DHS service desk experience.

• Experience with ServiceNow and Amazon Connect.

• Experience managing multi‑site, geographically dispersed teams.

Why Join Aretec

• Work on a mission‑critical program supporting national security and border operations.

• Join a collaborative, forward‑thinking team that values leadership and innovation.

• Competitive compensation and a comprehensive benefits package, including:

• Health, Dental, and Vision Insurance

• 401(k) with Employer Match

• Certification and Professional Development Support

• Paid Time Off and Holidays

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.