Deputy Program Manager (Service Desk/Contact Center)

ROLE & RESPONSIBILITIES

• Assist the Program Manager in the planning, execution, governance, and successful delivery of a large-scale Tier 1 Service Desk program.
• Oversee day-to-day operations to ensure compliance with contractual requirements, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer expectations.
• Serve as the primary point of contact and act on behalf of the Program Manager during designated absences or delegated authority.
• Provide operational leadership for Tier 1 support services delivered through phone, email, chat, and self-service channels.
• Monitor program performance, workforce productivity, and service delivery metrics; analyze trends and implement corrective actions to address operational issues and improve performance.
• Prepare and present performance reports, operational metrics, service improvement recommendations, and program status updates to customers and senior leadership.
• Build and maintain effective relationships with customers, stakeholders, and internal teams while managing escalated service issues and ensuring timely resolution.
• Support contract performance management activities, including weekly and monthly reporting, deliverable reviews, corrective action plans, and customer briefings.
• Ensure adherence to IT Service Management (ITSM) best practices and ITIL-aligned processes, including Case Management, Incident Management, and Knowledge Management, to support efficient service delivery and a consistent customer experience.
• Supervise, mentor, and develop service desk supervisors and support personnel; conduct performance evaluations, address employee relations matters, and support recruiting, onboarding, training, and retention initiatives.
• Support workforce planning, staffing, scheduling, forecasting, and resource allocation to ensure adequate operational coverage and achievement of service levels.
• Identify operational risks, issues, and process gaps and implement mitigation strategies to ensure uninterrupted service delivery.
• Lead continuous improvement and quality assurance initiatives focused on enhancing service quality, operational efficiency, customer satisfaction, and employee performance.
• Must 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.

REQUIRED QUALIFICATIONS

• 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.
• Demonstrated experience supporting large-scale service desk programs with responsibility for operational performance and service delivery.
• Strong understanding of IT Service Management (ITSM) principles and best practices.
• Experience managing SLA, KPI, and customer satisfaction performance metrics.
• Experience supporting Federal Government, Department of Defense (DoD), or other large enterprise service desk contracts.
• Candidates Must be able to obtain and maintain a Public Trust clearance.
• Candidates must have lived in the United States for 3 out of the past 5 years.

PREFERRED QUALIFICATIONS

• Experience managing service delivery through ServiceNow, NICE CXone, or similar ITSM and contact center platforms.
• HDI Support Center Manager (SCM), Help Desk Manager (HDM), or equivalent HDI certification.

EDUCATION & CERTIFICATIONS

• Bachelor's degree or higher.
• PMP Certification.
• ITIL Foundation Certification or higher.