Operations Manager / Project Manager II

Location: Remote | 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.

About the Role

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.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Certification and Professional Development Support
• Paid Time Off and Holidays