Training Lead / Project Manager I CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Day shift; flexibility required to support training across shifts 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, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success. Position Summary Aretec is seeking a Training Lead / Project Manager I to support the Customs and Border Protection (CBP) Technology Service Desk (TSD) by designing, delivering, and continuously improving training programs for service desk personnel. This role is responsible for ensuring that all contract staff are fully trained on tools, processes, procedures, and customer service requirements, and that training materials remain aligned with CBP policies, SOPs, and knowledge content. The ideal candidate brings strong instructional design experience, excellent communication skills, and a passion for workforce readiness and performance improvement. What You'll Do - Design, develop, and deliver training programs for new hires, as well as refresher and remedial training for existing service desk agents. - Review, maintain, and update formal training curricula to ensure alignment with TSD Handbooks, Knowledge Management articles, and Standard Operating Procedures (SOPs). - Develop and maintain the Training SOP, including curricula, guides, processes, and procedures for all TSD tasks. - Ensure all contractor personnel are adequately trained in required tools, processes, procedures, and customer service best practices. - Monitor agent performance following training to validate adherence to training instruction and identify areas requiring additional support. - Ensure contract personnel complete all government‑mandated training within established timelines. - Track training completion status and provide reporting to TSD Government leadership. - Continuously assess training effectiveness and contract performance to identify opportunities for improvement. - Develop ad hoc training to support new or updated CBP systems and applications. - Support the Process, Procedure, and Operations Deep Dive (Phase 2: Documentation Updates and Training). Required Qualifications - In‑depth knowledge of training practices, techniques, and delivery methods. - Minimum 3 years of experience designing and delivering training in any professional environment. - Strong written and verbal communication skills, with the ability to present complex information clearly. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - Certified Professional in Training Management (CPTM) or similar certification. - HDI certification related to training, knowledge management, or service desk operations. - Experience developing and delivering IT service desk training curricula. - Prior CBP or DHS experience. - Experience with ServiceNow and knowledge management systems. - Experience applying adult learning principles and instructional design methodologies. Why Join Aretec - Play a key role in building and sustaining a highly capable federal service desk workforce. - Support a mission‑critical CBP program with national‑level impact. - Collaborate with operations, program management, and government stakeholders. - 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.

Quality Control Lead / Project Manager I CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reside within commuting distance of one location) Schedule: Day shift; flexibility required to support quality assurance across shifts 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, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high‑impact solutions that support mission success. Position Summary Aretec is seeking a Quality Control Lead / Project Manager I to lead quality assurance activities for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for developing and executing quality control processes that ensure consistently high levels of customer service, adherence to performance standards, and continuous service improvement across all TSD task areas. The ideal candidate is detail‑oriented, analytical, and experienced in service desk quality monitoring and performance evaluation. What You'll Do - Develop, maintain, and enforce the Quality Control Standard Operating Procedure (SOP) detailing processes and procedures for delivering and sustaining high‑quality service desk operations. - Monitor and ensure service desk staff provide polite, professional, and effective customer service across all interaction channels. - Conduct quality monitoring and evaluations of calls, chats, emails, self‑service tickets, and major incident records in accordance with Addendum A scoring criteria. - Ensure a minimum of 25 interactions are reviewed monthly for each task area, including Tier 1 Phone/Chat, Tier 1 Email/Self‑Service, Advanced Support, and ASD. - Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution. - Track, analyze, and report quality scores against the ≥90% Acceptable Quality Level (AQL) target. - Identify performance trends and drive continual service improvement initiatives based on AQL analysis and customer feedback. - Review and respond to customer satisfaction survey results and incorporate feedback into improvement plans. - Investigate and remediate complaints from customers and internal/external support groups. - Support the Process, Procedure, and Operations Deep Dive activities, including Phase 1 (Ticket Review/Findings) and Phase 3 (Evaluation). Required Qualifications - In‑depth knowledge of IT service desk and customer support best practices. - Minimum 3 years of experience performing quality control or quality assurance functions in any professional environment. - Strong analytical, reporting, and documentation skills, with attention to detail. - Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Preferred Qualifications - HDI Quality Assurance Reviewer or similar quality‑focused certification. - ITIL Foundation certification. - Experience using contact center quality monitoring tools and methodologies. - Prior CBP or DHS quality control or service desk experience. - Experience with ServiceNow reporting and analytics. - Six Sigma or Lean process improvement experience. Why Join Aretec - Play a critical role in ensuring service excellence on a mission‑critical CBP program. - Influence service quality, customer satisfaction, and continuous improvement outcomes. - Collaborate closely with operations, training, and program management teams. - 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.

Pharmacovigilance Associate ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development As a Pharmacovigilance Associate at ICON, you will monitor and ensure the safety of pharmaceutical products by collecting, analyzing, and reporting adverse event information. What You Will Do: Your role will involve delivering pharmacovigilance and drug safety work to a high standard, working closely with your team and stakeholders. Key responsibilities include: - Collecting and reviewing adverse event reports to ensure accurate and timely reporting in accordance with regulatory guidelines. - Conducting signal detection and risk assessment activities to identify potential safety issues. - Collaborating with cross-functional teams to support safety-related inquiries and investigations. - Maintaining up-to-date knowledge of pharmacovigilance regulations and industry best practices. - Assisting in the preparation of safety reports and regulatory submissions. Your Profile: You will bring relevant pharmacovigilance and drug safety experience, along with the following qualifications and skills. Required qualifications and experience: - Bachelor's degree in a relevant scientific discipline or healthcare-related field - Experience in pharmacovigilance, drug safety, or a related area, preferably within a clinical or pharmaceutical environment. - Advanced level of English - Based in Buenos Aires - Remote position What ICON can offer you: Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family. Our benefits examples include: - Various annual leave entitlements - A range of health insurance offerings to suit you and your family’s needs. - Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. - Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being. - Life assurance - Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here. Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply

Pharmacovigilance Associate ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development As a Pharmacovigilance Associate at ICON, you will monitor and ensure the safety of pharmaceutical products by collecting, analyzing, and reporting adverse event information. What You Will Do: Your role will involve delivering pharmacovigilance and drug safety work to a high standard, working closely with your team and stakeholders. Key responsibilities include: - Collecting and reviewing adverse event reports to ensure accurate and timely reporting in accordance with regulatory guidelines. - Conducting signal detection and risk assessment activities to identify potential safety issues. - Collaborating with cross-functional teams to support safety-related inquiries and investigations. - Maintaining up-to-date knowledge of pharmacovigilance regulations and industry best practices. - Assisting in the preparation of safety reports and regulatory submissions. Your Profile: You will bring relevant pharmacovigilance and drug safety experience, along with the following qualifications and skills. Required qualifications and experience: - Bachelor's degree in a relevant scientific discipline or healthcare-related field - Experience in pharmacovigilance, drug safety, or a related area, preferably within a clinical or pharmaceutical environment. - Strong analytical skills with attention to detail in data collection and reporting. - Advanced level of English - Based in Buenos Aires - Remote position What ICON can offer you: Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family. Our benefits examples include: - Various annual leave entitlements - A range of health insurance offerings to suit you and your family’s needs. - Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. - Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being. - Life assurance - Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here. Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply