Deputy Program Manager
Job Summary
To support a large-scale Tier 1 Service Desk program, the remote/hybrid Deputy Program Manager will assist in planning and execution, oversee daily operations, and act on behalf of the Program Manager as needed.
Key responsibilities
- Assist in the planning, execution, and governance of the Service Desk program while ensuring compliance with SLAs and KPIs
- Monitor program performance and implement corrective actions to enhance service delivery and operational efficiency
- Build relationships with customers and stakeholders, managing escalated service issues and preparing performance reports for leadership
Required qualifications
- 10+ years of experience in managing enterprise IT support or service desk operations
- 5+ years of leadership experience in a metric-driven IT support or contact center environment
- Demonstrated experience with large-scale service desk programs and operational performance management
- Strong understanding of IT Service Management (ITSM) principles and best practices
- Ability to obtain and maintain a Public Trust clearance
Complete Job Description
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