Nationwide IT Services

Develop advanced data visualizations and interactive dashboards to support strategic and tactical decision-making using enterprise-level tools. | Senior-level candidate with 8+ years experience, secret security clearance, vendor certifications in Qlik or SAP Lumira, and proficiency in advanced visualization and programming tools. | Data Visualization Specialist – Senior Level Security Clearance: Secret Job Location: 100% Remote Certifications: Qlik Sense, Qlik View, OR SAP Lumira Overview: Nationwide IT Services (NIS) is seeking a senior-level Data Visualization Specialist to lead initiatives that leverage advanced data visualization tools to deliver actionable insights supporting both strategic and tactical mission objectives. Key Responsibilities: Must have 8+ years of experience that is directly related to the following duties and responsibilities: • Develops visualizations to manipulate complex datasets in simple, intuitive, interactive formats • Communicates information clearly and efficiently, enabling data-driven decisions and analysis • Ability to work iteratively with the business community to gather requirements and develop enterprise-level visualizations using agile methods • Creates complex queries, stored procedures to deliver dynamic data visualizations. Required Qualifications (Must-Haves): • Must possess Secret clearance • Vendor Certifications with one or more technologies (e.g., Qlik Sense, Qlik View, SAP Lumira • Undergraduate degree required. • Senior Level: 8+ years relevant experience Required Experience: Performing the following tasks/responsibilities: • Experience with complex custom developed visualizations using D3, HTML, JavaScript, etc. • Experience with COTS enterprise data visualization tools (e.g., Qlik, SAP Lumira) • Experience with ADVANA, PYTHON, R languages, Visio, and Data Bricks. • Experience developing data visualizations against ERP transactional and analytical data models About Nationwide IT Services NIS is an IT and Management consulting company, is a CVE-verified Service-Disabled Veteran- Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, employee assistance program (EAP), and educational reimbursement along with Pet Insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status. aORzWPt831

Design, develop, and deliver training programs for IT service desk personnel ensuring compliance with CBP policies and ITIL/HDI standards. | Minimum 3 years training experience, strong communication skills, ability to obtain CBP Public Trust clearance, and familiarity with ITIL/HDI frameworks. | Project Manager I Training Lead Remote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX Ability to obtain and maintain a CBP Public Trust clearance. Nationwide IT Services (NIS) is seeking a Project Manager I – Training Lead to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). The Training Lead will be responsible for designing, implementing, and managing training programs that ensure Technology Service Desk (TSD) personnel are fully equipped to deliver world-class IT support across a 24x7x365 operation. The CBP TSD provides global IT service desk support for more than 65,000 employees, contractors, trade partners, and participating agencies at over 1,800 worldwide locations, resolving technology issues across nearly 300 applications and systems. As Training Lead, you will play a key role in enabling service desk agents to deliver responsive, customer-focused, and compliant IT support services in alignment with HDI and ITIL best practices. Project Manager I Training Lead Responsibilities Include: Training Development & Delivery Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards. Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff. Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs. Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures. Regularly review training effectiveness and identify opportunities for continuous improvement. Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines. Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods. Collaborate with Knowledge Management teams to ensure training content aligns with TSD’s Knowledge Management System (KMS) and service catalog items. Support the development of training materials for new technologies or applications requiring TSD support. Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards. Training Program Oversight & Improvement Knowledge & Documentation Management Qualifications: In-depth knowledge of training practices and techniques. Minimum of three (3) years’ experience designing and delivering training in any field. Strong communication, facilitation, and presentation skills. Demonstrated ability to evaluate training effectiveness and implement improvements. Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred. Desired Qualifications: Experience designing or delivering training within IT service desk or technical support environments. Familiarity with ITIL and HDI training frameworks. Experience supporting federal IT programs or large-scale enterprise IT environments. Proficiency with eLearning platforms, instructional design tools, and blended learning methods. NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.

Lead and oversee 24x7 IT service desk operations, manage staffing and resources, ensure quality and performance standards, and drive continuous service improvements. | Minimum 5 years managing large IT service desk operations with HDI and ITIL experience, strong leadership and communication skills, and ability to maintain a CBP Public Trust clearance. | Program Manager II Remote within commuting distance of: Ashburn, VA, Orlando, FL or San Antonio, TX Ability to obtain and maintain a CBP Public Trust clearance Nationwide IT Services (NIS) is seeking a skilled Program Manager II for a potential opportunity to lead the 24x7x365 operations of the U.S. Customs and Border Protection (CBP) Technology Service Desk (TSD). The Program Manager will serve as the primary point of contact for the Contracting Officer Representative (COR) and senior government stakeholders, ensuring world-class technology support for over 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies worldwide. This position demands a proven leader who can manage large-scale IT service desk operations, drive continuous process improvements, and deliver superior customer experience across multiple contact channels, including phone, chat, email, and self-service. Program Manager II Responsibilities Include: Serve as the Contractor’s POC for the COR and senior-level government managers. Oversee 24x7x365 operations of a global service desk providing Tier 1 support, Account Service Desk operations, and advanced support services. Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding/offboarding of contract staff. Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards, continuously monitoring workflows and reporting on service delivery metrics. Lead quality assurance efforts, ensuring performance objectives are met, operational events are communicated with after-action reporting, and First Contact Resolution (FCR) is maximized. Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership. Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements. Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with CBP requirements. Oversee training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training. Drive continual service improvements, including trend analysis to reduce call/email volume and enhancements in customer experience and resource planning. Requirements: Minimum of five (5) years’ experience managing a 24/7 IT Service Desk operation with at least 50 staff. Demonstrated experience leading IT Service Desk operations in alignment with HDI and ITIL best practices. Strong leadership, communication, and organizational skills with proven success managing geographically dispersed teams. Experience with workforce management, quality assurance, knowledge management, and customer feedback integration. Ability to work collaboratively with government stakeholders, contractors, and cross-functional teams. U.S. citizenship and ability to obtain/maintain a CBP Public Trust clearance. Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred. NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.

Lead quality control processes ensuring high service standards, monitor staff compliance, remediate complaints, and implement continuous service improvements. | Requires minimum 3 years quality control experience, knowledge of service desk best practices, federal contract standards, and ability to pass background checks. | Project Manager I Quality Control Lead Remote within commuting distance of: Ashburn, VA, Orlando, FL, or San Antonio, TX Ability to obtain and maintain a CBP Public Trust clearance. Summary: Nationwide IT Services (NIS) is seeking a Project Manager I (Quality Control Lead) for a potential opportunity. The Project Manager is to furnish a detailed SOP that describes the specific processes and procedures for implementing and maintaining high-quality services, work products/deliverables, and meeting/exceeding the standards while ensuring excellent customer experience. Responsibilities: Monitoring and ensuring that staff deliver the highest level of polite, professional, and effective customer service Monitoring and ensuring that staff comply with documented processes and procedures Remediation of complaints from customers and other support groups Continual service improvement based on trends in AQLs as well as positive/negative feedback from customers and other support groups. How process improvements and lessons learned will be captured and shared, to include recommending new communication channels at all levels. Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback Develop a framework for capturing and sharing best practices and lessons learned across teams Recommend and support the implementation of new communication channels to enhance collaboration and transparency Qualifications: In-depth knowledge of service desk best practices Strong understanding of federal contract performance standards and quality control methodologies Shall be customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills Minimum Qualifications: Minimum three (3) years’ experience performing quality control Ability to pass a background, credit check, and drug test Preferred Qualifications: Bachelor's degree NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.