Deputy IT Program Manager – Government Call Center Ops

Koniag Services, Inc.; Nashville (TN); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company matching

Paid holidays

Job summary

Koniag Services Inc. seeks an experienced Deputy Program Manager to lead IT Call Center operations for government clients in the Nashville, Tennessee area. You will support the Program Manager, manage staff, and ensure program performance and customer satisfaction.

The role requires strong communication, ITIL‑based process oversight, and a hands-on leadership style. Security clearance may be required; the position is based in Nashville with competitive benefits.

Qualifications

• Bachelor's degree required in a related field.
• 7+ years in program or project management with IT call center experience.
• Experience in federal government contracting and $3M+ budgets.
• PMP or progress toward certification within 12 months.

Responsibilities

• Oversee day-to-day IT Call Center operations and ticket queue management.
• Lead performance metrics, SLAs, and continuous improvement initiatives.
• Mentor call center supervisors, team leads, and IT staff.
• Coordinate staffing, scheduling, and resource allocation across shifts.
• Prepare SOPs, transition plans, risk registers, and status reports.
• Assist in program financials and budget tracking with the PM.
• Communicate status, risks, and issues to stakeholders and customers.
• Support business development activities and proposal contributions.

Skills

Executive leadership

Stakeholder communication

IT service desk management

SLAs and KPI reporting

Team leadership

Problem solving

Education

Bachelor's degree in Business/IT/Management

PMP certification or progress toward

Tools

ServiceNow

Remedy

Job description

Koniag Services Inc. seeks an experienced Deputy Program Manager to lead IT Call Center operations for government clients in the Nashville, Tennessee area. You will support the Program Manager, manage staff, and ensure program performance and customer satisfaction.

The role requires strong communication, ITIL‑based process oversight, and a hands-on leadership style. Security clearance may be required; the position is based in Nashville with competitive benefits.