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Deputy Program Manager (Service Desk/Contact Center)

2 hours, 23 minutes ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Apply Now
Sparksoft

Sparksoft

Sparksoft Corporation is an 8(a) certified, women-owned minority business specializing in Health IT solutions. They deliver innovative IT solutions, support critical projects, develop award-winning applications, and provide cost-saving tools for client...

Internet Software & Services
51-250
Founded 2004
View All Jobs 13

Description

  • Assist the Program Manager with program planning, execution, governance, and delivery.
  • Oversee daily operations, contractual compliance, SLAs, KPIs, and customer expectations.
  • Act as the Program Manager’s representative during absences or delegated assignments.
  • Lead Tier 1 support delivered through phone, email, chat, and self-service channels.
  • Monitor performance, productivity, workforce metrics, and service delivery trends; implement corrective actions.
  • Prepare and present operational reports, metrics, status updates, and improvement recommendations.
  • Manage customer relationships, stakeholders, escalated issues, contract deliverables, and corrective action plans.
  • Apply ITSM and ITIL-aligned Case, Incident, and Knowledge Management processes.
  • Supervise, mentor, evaluate, recruit, onboard, and develop service desk personnel.
  • Lead workforce planning, staffing, scheduling, risk mitigation, quality assurance, and continuous improvement initiatives.

Requirements

  • 10+ years managing enterprise IT support, service desk, help desk, contact center, or customer support operations.
  • 5+ years supervising teams in a metric-driven IT support or contact center environment.
  • Experience supporting large-scale service desk programs and operational performance.
  • Strong understanding of IT Service Management principles and best practices.
  • Experience managing SLA, KPI, and customer satisfaction metrics.
  • Experience supporting Federal Government, DoD, or other large enterprise service desk contracts.
  • Ability to obtain and maintain a Public Trust clearance.
  • Must have lived in the United States for 3 of the past 5 years.
  • Bachelor’s degree or higher.
  • PMP and ITIL Foundation or higher certifications; ServiceNow, NICE CXone, or HDI certification experience preferred.

Benefits

  • Competitive compensation and 401(k) with employer contributions.
  • Flexible paid time off and hybrid work options.
  • Medical, dental, vision, life, and disability insurance.
  • Training and professional development programs.
  • Collaborative in-office environment focused on connection and innovation.
  • Company fundraising and community service opportunities.
  • Must be available for assigned shifts between 8:00 AM and 8:00 PM EST, Monday through Friday, with extended hours during surges.

Interested in this position?

Apply directly on the company website

Apply Now

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