Deputy Program Manager

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 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 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 as the acting Program Manager in the absence of the Program Manager maintaining continuity of operations and customer oversee day-to-day call center operations including ticket queue management escalation handling and shift coordination to ensure seamless service delivery across all operational 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 in the management and mentorship of call center supervisors team leads and IT support staff promoting a culture of accountability professionalism and continuous workforce planning activities including staffing scheduling and resource allocation to ensure adequate coverage across all operational the development and maintenance of key program documentation including standard operating procedures (SOPs) transition plans risk registers and program status in managing program financials including budget tracking expenditure monitoring and financial reporting in coordination with the Program communication between the customer program leadership and delivery teams ensuring stakeholders are consistently informed of program status risks and incident escalation processes in coordination with team leads ensuring timely resolution and appropriate communication to stakeholders throughout the resolution continuous process improvement efforts by identifying operational inefficiencies and recommending solutions aligned with ITIL best with subcontractors and vendors as directed by the Program Manager to ensure performance standards and contractual obligations are in the preparation of customer-facing deliverables including monthly status reports performance dashboards and executive briefing business development activities as needed including contributions to proposal writing past performance documentation and staffing and Experience:Required:Bachelors 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 experience working within a federal government contracting supporting or managing programs with budgets of $3M or Management Professional (PMP) certification or demonstrated progress toward obtaining certification within 12 months of :Masters degree in Business Administration (MBA) Information Technology Public Administration or a related experience serving in a Deputy Program Manager or equivalent leadership role on a federal IT services 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 leadership and team management skills with demonstrated ability to supervise and motivate multi-shift call center teams in a high-tempo service knowledge of IT service management principles and frameworks including ITIL with hands-on experience managing SLAs KPIs and operational performance utilizing IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent ticketing and workflow management understanding of federal government contracting processes including contract deliverable management and COR/CO in program planning scheduling and risk management within a government contracting in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and analytical and problem-solving skills with the ability to make sound operational decisions in a fast-paced ability to manage competing priorities and deliver results under tight to obtain and maintain a government security clearance as 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 Management Professional (PgMP) with federal IT governance frameworks such as FITARA FedRAMP or NIST cybersecurity with workforce management tools and call center performance analytics of Earned Value Management (EVM) principles and reporting within a federal contract Support Center Manager (HDI-SCM) or equivalent IT support center leadership supporting business development efforts including proposal contributions and past performance Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352