Deputy Program Manager

Who We're Looking For (Position Overview):

The Deputy Program Manager supports the Program Manager in the day‑to‑day execution of a large‑scale federal IT end‑user support contract. The DPM is responsible for operational leadership across service desk and desktop support functions, ensuring consistent service delivery, Service Level Agreement (SLA) performance, and customer satisfaction. The DPM serves as the alternate point of contact to the Government and assumes full program leadership responsibilities in the absence of the Program Manager.
Key Responsibilities

What your Day-To-Day Looks Like (Position Responsibilities):
• Support the Program Manager in overall contract execution, operational planning, and performance management.

• Provide direct oversight of daily IT end‑user support operations, including Tier 1 and Tier 2 service desk and desktop support activities.

• Manage the incident and service request queue within the Government‑approved IT Service Management (ITSM) tool, including workload prioritization, assignment, escalation, and SLA tracking.

• Supervise and coordinate technical support staff across onsite, remote, and hybrid environments to ensure timely and effective resolution of user issues.

• Serve as Acting Program Manager when required, maintaining continuity of operations and communication with Government stakeholders.

• Monitor operational metrics and trends, identify risks or performance gaps, and implement corrective actions to maintain service quality and contractual compliance.

• Oversee preparation and delivery of required reports, status updates, and operational deliverables in coordination with the Program Manager.

• Support onboarding, training, scheduling, and performance management of program staff.

• Ensure compliance with security, privacy, records management, and asset accountability requirements.

• Support transition activities, technology refresh efforts, surge support, and special projects as directed.

• Facilitate knowledge management, documentation updates, and continuous process improvement initiatives.

What You Need to Succeed (Minimum Requirements):
• Demonstrated experience supporting or leading IT service desk or desktop support operations in a federal or enterprise environment.

• Strong knowledge of ITSM practices, incident and request management, SLA monitoring, and operational reporting.

• Experience supervising technical teams and coordinating multi‑site support operations.

• Strong communication, organization, and stakeholder engagement skills.

• Familiarity with federal IT security, asset management, and compliance requirements preferred.