Koniag Services Inc., a Koniag Government Services company, is seeking an experienced Deputy Program Manager to support the leadership and oversight of IT Call Center operations in support of our government clients in the Nashville, Tennessee area. The ideal candidate is a highly organized and collaborative leader with a strong background in IT service desk and call center operations within a federal government environment. They bring a hands-on management style, exceptional communication skills, and a commitment to delivering outstanding service to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Deputy Program Manager will work closely with and directly support the Program Manager in overseeing the day-to-day operations of the IT Call Center program. This individual will serve as the acting Program Manager in their absence and will play a critical role in ensuring program performance, staff management, and customer satisfaction goals are consistently achieved. Principal responsibilities will include but are not limited to:
- Assist the Program Manager in the strategic planning, execution, and oversight of all IT Call Center operations, ensuring alignment with customer expectations and contractual requirements.
- Serve as the acting Program Manager in the absence of the Program Manager, maintaining continuity of operations and customer relationships.
- Directly oversee day-to-day call center operations, including ticket queue management, escalation handling, and shift coordination to ensure seamless service delivery across all operational hours.
- Support the development and monitoring of program performance metrics and SLAs, analyzing trends and working with team leads to implement corrective actions when performance thresholds are not met.
- Assist in the management and mentorship of call center supervisors, team leads, and IT support staff, promoting a culture of accountability, professionalism, and continuous improvement.
- Coordinate workforce planning activities including staffing, scheduling, and resource allocation to ensure adequate coverage across all operational shifts.
- Support the development and maintenance of key program documentation including standard operating procedures (SOPs), transition plans, risk registers, and program status reports.
- Assist in managing program financials, including budget tracking, expenditure monitoring, and financial reporting in coordination with the Program Manager.
- Facilitate communication between the customer, program leadership, and delivery teams, ensuring stakeholders are consistently informed of program status, risks, and issues.
- Lead incident escalation processes in coordination with team leads, ensuring timely resolution and appropriate communication to stakeholders throughout the resolution lifecycle.
- Support continuous process improvement efforts by identifying operational inefficiencies and recommending solutions aligned with ITIL best practices.
- Coordinate with subcontractors and vendors as directed by the Program Manager to ensure performance standards and contractual obligations are met.
- Assist in the preparation of customer-facing deliverables including monthly status reports, performance dashboards, and executive briefing materials.
- Support business development activities as needed, including contributions to proposal writing, past performance documentation, and staffing plans.
Education and Experience:Required:
- Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university.
- 7+ years of progressive program or project management experience, with at least 3 years in a supervisory or management role within an IT call center, service desk, or IT support operations environment.
- Demonstrated experience working within a federal government contracting environment.
- Experience supporting or managing programs with budgets of $3M or greater.
- Project Management Professional (PMP) certification or demonstrated progress toward obtaining certification within 12 months of hire.
Preferred:
- Master's degree in Business Administration (MBA), Information Technology, Public Administration, or a related field.
- Prior experience serving in a Deputy Program Manager or equivalent leadership role on a federal IT services contract.
Required Skills and Competencies:- Exceptional communication skills in English - both written and oral - with the ability to engage effectively with government stakeholders, technical teams, and frontline call center staff.
- Strong leadership and team management skills with demonstrated ability to supervise and motivate multi-shift call center teams in a high-tempo service environment.
- Working knowledge of IT service management principles and frameworks, including ITIL, with hands-on experience managing SLAs, KPIs, and operational performance reporting.
- Experience utilizing IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
- Solid understanding of federal government contracting processes, including contract deliverable management and COR/CO relationships.
- Proficiency in program planning, scheduling, and risk management within a government contracting context.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
- Strong analytical and problem-solving skills with the ability to make sound operational decisions in a fast-paced environment.
- Demonstrated ability to manage competing priorities and deliver results under tight deadlines.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:- Active government security clearance (Secret or higher).
- ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
- Experience with Agile or hybrid program management methodologies as applied to IT service delivery programs.
- Program Management Professional (PgMP) certification.
- Familiarity with federal IT governance frameworks such as FITARA, FedRAMP, or NIST cybersecurity standards.
- Experience with workforce management tools and call center performance analytics platforms.
- Knowledge of Earned Value Management (EVM) principles and reporting within a federal contract environment.
- HDI Support Center Manager (HDI-SCM) or equivalent IT support center leadership certification.
- Experience supporting business development efforts including proposal contributions and past performance write-ups.
