Hybrid Senior Program Manager

at ValidaTek, Inc.

• Job title: Senior Program Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $140,000 - $170,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Cyber Security
• Location requirements: Hybrid, Ashburn, United States

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