Program Manager- Help Desk

1 month ago
Full-time
Lead
Project and Program Management
TechOp Solutions International

TechOp Solutions International

TechOp Solutions International offers specialized consulting services that combine operational and technical expertise to assist various organizations, including government and commercial entities, in preparing for and responding to security threats.

Internet Software & Services
51-250
Founded 2005

Description

  • Provide daily leadership, guidance, and oversight to Customer Service Representatives.
  • Lead overall program management, direction, and oversight for all contract activities.
  • Ensure compliance with Performance Work Statement requirements, policies, and service level standards.
  • Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
  • Oversee program reporting, deliverables, and continuous process improvement initiatives.
  • Coordinate with Government stakeholders to resolve issues and maintain customer satisfaction.
  • Supervise contract personnel and ensure effective communication across all functional areas.
  • Monitor contract performance and implement corrective actions to meet contractual objectives.
  • Perform additional duties as assigned.

Requirements

  • Bachelor’s degree.
  • 10 years of overall experience.
  • At least 3 years of experience in customer service or help desk operations.
  • At least 1 year of supervisory, lead, or team coordination experience.
  • Familiarity with customer service systems, operational processes, and compliance requirements.
  • Strong leadership, communication, and organizational skills.
  • Ability to coach team members while maintaining a collaborative and customer-focused environment.
  • Proficiency with Microsoft Office Suite.
  • Must meet security eligibility requirements.

Benefits

  • Equal Opportunity Employer consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Interested in this position?

Apply directly on the company website

Apply Now

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