Program Director

The Program Director is focused on the operations, delivery of technology solutions to fulfill business needs. Responsible for overseeing a team to provide excellent customer service and technical support to the organization by providing direct services in the installation, use, upgrade, maintenance, troubleshooting, and repair of computer systems.

The successful candidate will analyze the performance of service desk team activities and documented ServiceDesk resolutions, identify areas of opportunity, and recommend and implement solutions to enhance quality of service and eliminate future incidents. Regularly review incident and request tickets to ensure process adherence and optimal end user experience.

Lead the team to ensure all incoming calls and requests to the IT ServiceDesk are professional, courteous, timely, and provide effective resolution of end user issues. Ensure incidents or requests are assigned in a timely manner to ensure quick resolution. The Program Director is forward-thinking, hands-on for systems and processes and ensures that project/department milestones/goals are met and adheres to approved budgets.

• Collaborate with others in carrying out assigned duties and uses established processes/procedures to support the attainment of department functions/objectives.

• Draw upon professional concepts to collaborate with others to carry out assigned duties and negotiate with client teams.

• Work on professional level projects under guidance of more experienced individuals and assist with the improvement of technical procedures and/or business processes within area of technical specialty to enhance client's technical operation.

• Monitor desk metrics and prepare reports.

• Conduct monthly check-in's and quarterly reviews with agents.

• Participate in new hire interviews, evaluation and selection in conjunction with Staffing Manager when time permits.

• Technical coordination of activities of less experienced or less knowledgeable team member, such as training and scheduling.

• Investigate problems in a small to medium project or segment of a larger project. Use routine procedures and standardized tools to troubleshoot problems and, then provides input into the implementation of enhancements to prevent problems from recurring.

• Provide on-call support for client related problems.

• Provide technical coordination of activities of less experienced or less knowledgeable team members, such as training and scheduling.

• Function as a subject matter expert within the team, technical discipline, or business process.

• Review status of open tickets daily to ensure that internal and external service level agreements are met with clients; assign and/or escalate tickets as appropriate to help desk and engineering team.

• Review tickets to look for trends in customer requests; if trends are observed bring to the attention of team and customer to determine course of action.

• Provide weekly reporting to management and to client on client ticket status; highlight to management clients that may be at risk as a result of failing to meet service level agreements.

• Work with team leads to ensure the team is performing as expected in alignment with project goals and statements of work.

• Manage work activity and tasks associated to specific assigned projects; ensure that tasks are completed, and associated project plans updated.

• Manage and approve Service Desk team's timecards.

• Implement monthly assessments and quarterly reviews that assess if each team member is performing to success.

• Ensure the team is trained for new or changing work coming into the Service Desk.

• Direct department activities, projects and improvement activities to fulfill department and organizational goals. Set objectives for department's quality and productivity measures and train subordinate staff to comply with departmental policies, practices and procedures to effectively and efficiently accomplish goals.

• Establish and consistently maintain an environment that leads to opportunities for team and individual growth, accomplishment and reward. Perform duties of staff supervision, performance appraisals, departmental decisions, career guidance and other duties as assigned.

• Motivate and develop staff.

• Ensure all internal and external SLAs are met for incidents and requests and report on them.

• Maintain high standard of quality at the Service Desk

• Handle customer escalations and ensure customer satisfaction

• Provide HR management of team which includes agents and team leads.

Requirements

• BS degree or higher in Computer Science or related field required.

• PMP Certification is required.

• SAFE Agile Certification Required.

• 10+ plus years of experience with providing helpdesk support, preferably in a helpdesk for the US Federal Government.

• Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

• Experience with supervising an helpdesk team with the timely response help desk tickets; expectation is that a ticket is responded to within 24 hours of receipt on a non-urgent issue; urgent issues should be followed up on immediately and, if travel is involved, response within 4 hours;

• Experience with developing and documenting processes and procedures particularly in a SLA driven environment

• Experience with Knowledge Management in a large team environment

• Assist with response and resolution to all help desk tickets within specified time frame(s).

• Excellent briefing skills and communication skills with customers.

• Outstanding human relations and management skills.

• Must work effectively in a collaborative, team environment.

• Strong organizational skills with the ability to multitask and meet timelines & due dates.

• Ability to adapt to ongoing changes with business needs, technology, products, and services.

• Ability to work under limited supervision.

Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission "to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation," we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, and Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.

Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.

If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request.