Deputy Program Manager (Service Desk/Contact Center)
S
SparksoftIT service desk
Remote/Hybrid if local to Maryland, 8:00 AM to 8:00 PM EST, Monday through FridayFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience managing enterprise IT support, service desk, help desk, contact center, or customer support operations; 5+ years of leadership experience supervising teams in a metric-driven IT support or contact center environment.
- Required Skills
- ServiceNow
Requirements
- Bring 10+ years of experience managing enterprise IT support, service desk, help desk, contact center, or customer support operations.
- Have 5+ years of leadership experience supervising teams in a metric-driven IT support or contact center environment.
- Demonstrate experience supporting large-scale service desk programs with responsibility for operational performance and service delivery.
- Have a strong understanding of IT Service Management (ITSM) principles and best practices.
- Have experience managing SLA, KPI, and customer satisfaction performance metrics.
- Have experience supporting Federal Government, Department of Defense (DoD), or other large enterprise service desk contracts.
- Be able to obtain and maintain a Public Trust clearance.
- Hold a bachelor's degree or higher.
- Hold a PMP Certification.
- Hold an ITIL Foundation Certification or higher.
- Be able and willing to work any assigned shift between 8:00 AM and 8:00 PM EST, Monday through Friday, with extended hours as needed during surge operations.
- ServiceNow, NICE CXone, or similar ITSM and contact center platform experience is preferred.
- HDI Support Center Manager (SCM), Help Desk Manager (HDM), or equivalent HDI certification is preferred.
Responsibilities
- Assist the Program Manager in planning, executing, governing, and delivering a large-scale Tier 1 Service Desk program.
- Oversee daily operations for compliance with contractual requirements, SLAs, KPIs, and customer expectations.
- Act on behalf of the Program Manager during designated absences or when delegated authority.
- Lead Tier 1 support services delivered through phone, email, chat, and self-service channels.
- Monitor performance, workforce productivity, and service metrics; analyze trends and implement corrective actions.
- Prepare and present performance reports, operational metrics, service improvement recommendations, and program status updates.
- Manage customer and stakeholder relationships, escalated service issues, contract reporting, deliverable reviews, and customer briefings.
- Apply ITSM and ITIL-aligned Case Management, Incident Management, and Knowledge Management processes.
- Supervise and develop service desk supervisors and support personnel, including performance evaluations, recruiting, onboarding, and training.
- Plan staffing, scheduling, forecasting, and resource allocation; identify operational risks and lead quality assurance and continuous improvement initiatives.
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