Deputy Program Manager

Virtual Vocations Inc

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

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Vacancy posted 5 days ago

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