Program Manager - Service Desk

Job Type

Full-time

Description

The Service Desk Program Manager is responsible for overseeing the day-to-day operations of the service desk, supervising the service desk staff, representing the team to other stakeholders, and assisting with the service desk's ongoing development and improvement.

Requirements

Responsibilites:

• Serve as primary point of contact for client and all stakeholders.
• Provide day to day project management and coordination required to manage Service Desk Team.
• Manage all aspects of contract including development and operational functions along with contractor.
• Ensure deliverables meet all scheduled timeframes.
• Facilitate scheduled Customer Leadership Team meetings
• As requested, attend all internal and extenal meetings with the client and external teams.
• Support and enhance Standard Operation Procedures (SOPs) across the service delivery model.
• Perform oversight of QASP, risks, issues, and action items.
• Conduct monthly, quarterly and annual reviews of activities, metrics, strategies, and initiatives.
• Leverage industry best practice of process/procedures to achieve optimum performance in all Task Areas.
• Develop and organize IT Service Management (ITSM) models to support future projects and operations.

Edcuation & Qualifications:

Bachelor's Degree or higher

• 10+ years of IT program (project) management experience managing large service desk contracts
• Expertise in IT Service Management (ITSM)
• PMP certified
• ITIL Foundation Certification
• Knowledge of IT service delivery environment
• Knowledge of Help Desk Institute (HDI); HDI certification highly desirable

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.

In accordance with the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, Sparksoft Corporation is complying with the requirements that all employees assigned to a federal contract be vaccinated. Employees in need of an exemption from this policy due to a medical reason or because of a sincerely held religious belief must submit a physician's note for a medical accommodation or a religious request for accommodation to the human resources department to begin the interactive accommodation process as soon as possible. Accommodations will be granted where they do not cause Sparksoft Corporation undue hardship or pose a direct threat to the health and safety of others. New hires must show proof of vaccination.

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.