Operations Manager / Project Manager II
Aretec, Inc., Ashburn, VA, United States
Operations Manager / Project Manager II
CBP Technology Service Desk (TSD)
Location: Ashburn, VA (National Capital Region) - Primarily remote (must reside within commuting distance)
Schedule: Day shift; on‑call as needed for operational events
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 seeking an Operations Manager / Project Manager II to provide day‑to‑day operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a large‑scale, multi‑site service desk operating across Ashburn, VA; Orlando, FL; and San Antonio, TX and works closely with the Program Manager to ensure consistent performance, staffing coverage, and service quality across all locations. The ideal candidate is a hands‑on operations leader with strong service desk supervisory experience and a customer‑focused mindset.
What You’ll Do
Serve as the day‑to‑day operations manager for CBP TSD operations across all supported locations
Continuously monitor call, chat, email, and ticket workflows and adjust staffing and assignments to mitigate impacts from volume spikes or staffing shortages
Ensure appropriate supervisory coverage across all shifts and locations
Identify and promptly report operational events, such as increased volumes or extended wait times, to the Government
Produce after‑action reports for operational events, including root cause analysis, mitigation actions taken, and recommendations for improvement
Ensure all work performed by contract personnel complies with established CBP TSD processes and procedures
Support the preparation and delivery of daily CIO reports, daily metrics briefings, and weekly performance reports
Support the Program Manager in all program management and operational oversight activities
Manage onboarding and offboarding of contract staff in compliance with CBP policies and procedures
Required Qualifications
Minimum 3 years of supervisory experience in an IT service desk or technical support environment
Highly customer‑focused, responsive, reliable, and detail‑oriented
Strong managerial, communication, organizational, and problem‑solving skills
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI)
Preferred Qualifications
ITIL v4 Foundation certification
HDI Support Center Manager (SCM) certification
Experience supporting 24x7 IT service desk operations
Prior CBP or DHS experience
Experience with ServiceNow and Amazon Connect
Experience managing a remote or hybrid workforce
Why Join Aretec
Support a mission‑critical federal program with national‑level impact
Work closely with senior program leadership in a collaborative environment
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
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CBP Technology Service Desk (TSD)
Location: Ashburn, VA (National Capital Region) - Primarily remote (must reside within commuting distance)
Schedule: Day shift; on‑call as needed for operational events
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 seeking an Operations Manager / Project Manager II to provide day‑to‑day operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a large‑scale, multi‑site service desk operating across Ashburn, VA; Orlando, FL; and San Antonio, TX and works closely with the Program Manager to ensure consistent performance, staffing coverage, and service quality across all locations. The ideal candidate is a hands‑on operations leader with strong service desk supervisory experience and a customer‑focused mindset.
What You’ll Do
Serve as the day‑to‑day operations manager for CBP TSD operations across all supported locations
Continuously monitor call, chat, email, and ticket workflows and adjust staffing and assignments to mitigate impacts from volume spikes or staffing shortages
Ensure appropriate supervisory coverage across all shifts and locations
Identify and promptly report operational events, such as increased volumes or extended wait times, to the Government
Produce after‑action reports for operational events, including root cause analysis, mitigation actions taken, and recommendations for improvement
Ensure all work performed by contract personnel complies with established CBP TSD processes and procedures
Support the preparation and delivery of daily CIO reports, daily metrics briefings, and weekly performance reports
Support the Program Manager in all program management and operational oversight activities
Manage onboarding and offboarding of contract staff in compliance with CBP policies and procedures
Required Qualifications
Minimum 3 years of supervisory experience in an IT service desk or technical support environment
Highly customer‑focused, responsive, reliable, and detail‑oriented
Strong managerial, communication, organizational, and problem‑solving skills
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI)
Preferred Qualifications
ITIL v4 Foundation certification
HDI Support Center Manager (SCM) certification
Experience supporting 24x7 IT service desk operations
Prior CBP or DHS experience
Experience with ServiceNow and Amazon Connect
Experience managing a remote or hybrid workforce
Why Join Aretec
Support a mission‑critical federal program with national‑level impact
Work closely with senior program leadership in a collaborative environment
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
#J-18808-Ljbffr