Deputy Program Manager (Service Desk/Contact Center) Remote Allowed - *Hybrid IF local to Maryland HQJoin us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation. Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders. We are Sparksoft!
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 QUALIFICATIONS10+ 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 Service
Now, 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.
