Deputy Program Manager – Service Desk/Contact Center

Sparksoft Corporation

. Assist the Program Manager in planning, execution, governance, and successful delivery of a large-scale Tier 1 Service Desk program .

Posted 10/7/2026full-timeColumbia • Maryland • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing large-scale Tier 1 Service Desk programs, ensuring compliance with SLAs and KPIs while leading operational performance and service delivery. Proficient in IT Service Management (ITSM) principles, with a strong focus on continuous improvement and quality assurance initiatives.

Highest-signal resume keywords

10+ Years Managing Enterprise IT Support5+ Years Leadership Experience in IT SupportStrong Understanding of ITSM PrinciplesExperience with ServiceNow or NICE CXoneHDI Support Center Manager Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Desk ManagementOperational Performance MonitoringSLA and KPI ManagementTrend Analysis and Corrective ActionsWorkforce Planning and Resource AllocationContinuous Improvement InitiativesQuality AssuranceCustomer Satisfaction MetricsContract Performance ManagementITIL Best Practices

Soft Skills

Operational LeadershipRelationship ManagementMentoring and DevelopmentProblem-SolvingCommunication

Tools & Technologies

ServiceNowNICE CXoneITSM Platforms

Certifications & Qualifications

HDI Support Center Manager (SCM)Help Desk Manager (HDM)PMP CertificationITIL Foundation Certification

Industry Keywords

Federal GovernmentDepartment of Defense (DoD)Service Desk OperationsContact Center ManagementCustomer Support Operations

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Assist the Program Manager in planning, execution, governance, and successful delivery of a large-scale Tier 1 Service Desk program
Oversee day-to-day operations for compliance with contractual requirements, SLAs, KPIs, and customer expectations
Serve as primary point of contact and act for the Program Manager during absences or delegated authority
Provide operational leadership for Tier 1 support through phone, email, chat, and self-service channels
Monitor program performance, workforce productivity, and service delivery metrics; analyze trends and implement corrective actions
Prepare and present performance reports, operational metrics, service improvement recommendations, and program status updates
Build customer, stakeholder, and internal-team relationships; manage escalated service issues
Support contract performance management, including weekly/monthly reporting, deliverable reviews, corrective action plans, and customer briefings
Ensure adherence to ITSM best practices and ITIL-aligned Case, Incident, and Knowledge Management processes
Supervise, mentor, and develop service desk supervisors and support personnel; conduct evaluations and support recruiting, onboarding, training, and retention
Support workforce planning, staffing, scheduling, forecasting, and resource allocation
Identify operational risks, issues, and process gaps and implement mitigation strategies
Lead continuous improvement and quality assurance initiatives
Work assigned shifts between 8:00 AM and 8:00 PM EST, Monday through Friday, with extended hours during surge operations

Requirements

What you’ll need

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
Bachelor's degree or higher
PMP Certification
ITIL Foundation Certification or higher
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

Comp & perks

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®