Sparksoft Corporation - Deputy Program Manager (Service Desk/Contact Center)

Remote/Hybrid if local to Maryland - Hybrid3w ago

In Office Senior NA Software Public Sector Program Manager Customer Support Manager Team Leadership Program Management ITIL Performance Management Reporting

Requirements

• 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. • 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.

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.

Benefits

• At Sparksoft, we know that people do their best work when they feel supported, inspired, and connected. That’s why we’ve built a workplace that balances comprehensive benefits with a culture of collaboration and innovation. From flexible time off to professional growth opportunities, we’re committed to helping you thrive both inside and outside of work. When you join Sparksoft, you’ll enjoy: • Competitive compensation and a 401(k) with employer contributions to help you plan for the future• Flexible paid time off and hybrid ways of working that support true work-life balance• Comprehensive health coverage—including medical, dental, vision, life, and disability insurance• A curated in-office experience designed to foster community, team connections, and innovation• Opportunities to give back through Sparksoft Cares, including annual company-wide fundraising events• Training and development programs that build new skills and prepare you for leadership roles• A collaborative, transparent, and fun culture—recognized as a Great Place to Work® • Accessibility and Accommodations: Sparksoft Corporation is committed to providing equal employment opportunities to all individuals. If you require accommodations during the application or interview process, please contact us at [email protected] or call 410-424-7700. Requests are reviewed and fulfilled on a case-by-case basis. • Accessibility and Accommodations: • Security Notice: Your privacy and data security are important to us. Sparksoft Corporation will never request sensitive personal information via email. If you receive any suspicious communication claiming to be from Sparksoft, please report it immediately to our security team at [email protected]. • Security Notice: • Artificial Intelligence (AI) Policy: While Sparksoft values the appropriate use of artificial intelligence in the workplace, candidates must complete interviews and independent assessments using their own knowledge and abilities. Unless expressly permitted by Sparksoft, the use of AI during interviews and assessments is strictly prohibited. Violations may result in disqualification. Please contact your recruiter regarding accommodation needs. • Artificial Intelligence (AI) Policy: