Deputy Program Manager (Service Desk/Contact Center)
Core
Lead and oversee a large-scale Tier 1 Service Desk program for government clients, ensuring operational compliance, SLA adherence, and service delivery excellence.
Role type
Senior IC program manager (service desk/IT operations)
Builds
Tier 1 support services via phone, email, chat, and self-service channels for federal government and DoD clients
Domain
IT Service Management (ITSM) / Government Contracting
Required skills
enterprise IT support operations management, team leadership, ITSM/ITIL process governance, SLA/KPI monitoring, workforce planning, stakeholder management, risk mitigation, continuous improvement, performance reporting
Preferred skills
ServiceNow, NICE CXone, HDI Support Center Manager (SCM), Help Desk Manager (HDM)
Technologies
ServiceNow, NICE CXone
Responsibilities
Plan and execute large-scale Tier 1 Service Desk programs; oversee day-to-day operations and compliance with SLAs/KPIs; act as primary point of contact for the Program Manager; monitor performance metrics and implement corrective actions; prepare performance reports for customers and leadership; supervise and mentor service desk supervisors and support personnel; manage workforce planning and staffing; identify operational risks and implement mitigation strategies; lead continuous improvement and quality assurance initiatives
Seniority
Senior, hands-on IC