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Technical Program Manager – Service Desk & Contact Center Solutions

Chronos Operations, LLC
Colorado Springs, USA
Full-time
Senior · 5+ years experience
Hybrid
USD 98900-135000 yearly / year
Discovered 2 weeks ago
ServiceNowAmazon ConnectGemini

Full Job Posting

Preferred Qualifications

  • Ability to obtain Top Secret with SCI eligibility, CBP BI and other applicable client clearance requirements
  • Demonstrated experience managing remote workforces operating within government networks and systems environments.
  • Hands-on experience with ServiceNow or like tools and at least one adjacent platform such as Amazon Connect or Gemini — configuration and operational management, not just user-level familiarity.
  • Demonstrated ability to assess an existing service delivery environment and develop and execute a credible improvement plan.
  • Data literacy — comfortable working with platform analytics, performance dashboards, and operational metrics to drive decisions and communicate performance to government stakeholders.
  • Strong written and verbal communication skills across technical, operational, and executive audiences.
  • Experience contributing to federal proposals for help desk or contact center scopes — technical volumes, staffing models, or performance frameworks.
  • Hands-on experience implementing AI-assisted capabilities within a service desk or contact center environment — intelligent routing, virtual agents, or predictive analytics.
  • CompTIA Security+ or equivalent.
  • Familiarity with federal IT compliance requirements — FISMA, NIST 800-series — as they apply to service desk operations in government environments.
  • Experience managing multi-site or geographically dispersed service desk operations.
  • Must successfully pass background and drug screening.

Knowledge, Skills and Abilities

  • Service desk and contact center domain expertise — deep enough to assess a client's environment, identify what is working and what is not, and design a solution that improves performance against the metrics that matter.
  • Technical platform fluency — works in ServiceNow, Amazon Connect, Gemini, and adjacent tools at a management and configuration level, not just a user level.
  • Remote workforce management — knows how to build accountability, maintain engagement, and drive performance standards across distributed teams operating in government environments.
  • Data fluency — uses platform analytics, performance dashboards, and operational metrics to make decisions, identify trends, and communicate program health to clients and leadership.
  • Client relationship management — builds trust with government stakeholders through honest communication, consistent follow-through, and results that show up in the data.
  • Business development contribution — brings technical credibility and delivery experience to pursuit activities and translates that into proposal content and client conversations that differentiate the company.
  • Continuous improvement orientation — treats performance standards as a floor, not a ceiling, and builds teams that share that expectation.
  • Change management — brings distributed teams and government stakeholders through technology and process changes without losing performance continuity or client confidence.
  • How you’ll grow
  • At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
  • We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
  • Benefits
  • At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
  • Learn more about what working at Chenega MIOS can mean for you.
  • Chenega MIOS’s culture
  • Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
  • Corporate citizenship
  • Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
  • Learn more about Chenega’s impact on the world.
  • Chenega MIOS News- https://chenegamios.com/news/
  • Tips from your Talent Acquisition Team
  • We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
  • Chenega MIOS web site - www.chenegamios.com
  • Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm
  • LinkedIn - https://www.linkedin.com/company/1472684/
  • Facebook - https://www.facebook.com/chenegamios/
  • #Chronos Operations, LLC
  • USD $98,900.00/Yr. Up to USD $135,000.00/Yr.

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