Program Manager

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.