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Program Manager

Program Manager

Trinity Global ConsultingDulles, VA, US
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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

Requirements

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

    • Benefits

    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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    Program Manager • Dulles, VA, US

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