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Operations Manager / Project Manager II

CBP Technology Service Desk (TSD)

Location: Remote

Employment Type: Fulltime

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, datadriven operations, and business optimization, helping federal agencies achieve their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and highimpact solutions that make a real difference.

Position Summary

Aretec is seeking an Operations Manager / Project Manager II to provide daytoday operational leadership for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role supports a largescale, multisite 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 handson operations leader with strong service desk supervisory experience and a customerfocused mindset.

What You'll Do

• Serve as the daytoday 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 afteraction 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 customerfocused, responsive, reliable, and detailoriented.

• Strong managerial, communication, organizational, and problemsolving 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 missioncritical federal program with nationallevel 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