Deputy Project Manager

Enlogica Solutions, LLC; West Virginia; On-site; USD 70,000 - 90,000; Full time

Job summary

A technology services and solutions company is seeking a Deputy Project Manager to oversee daily operations of application help desk support in Kearneysville, West Virginia. Candidates should have a strong call center management background with at least 10 years of experience, preferably in IT and service management frameworks. The role involves optimizing staffing levels and providing analytical support for performance metrics. It offers opportunities for growth within a responsive and innovative work environment.

Qualifications

• Minimum of 10 years call center management experience in lieu of degree.
• Minimum of 5 years’ experience with help desk support technologies.
• Must have a background in IT/Service Management frameworks.

Responsibilities

• Oversee day-to-day operations of the application help desk support.
• Optimize staffing and support desk systems.
• Provide measurement criteria on a daily, weekly, monthly basis.

Skills

Call center management

PBX systems

Automatic Call Distribution systems

ITIL

AGILE

Education

Associates’ Degree or higher (Business, IT or similar)

Job description

Overview

The Deputy Project Manager (DPjM) will be responsible for the day-to-day operations of the application help desk support, focusing on scheduling personnel, staffing levels, analyzing statistical data to optimize staffing and support desk systems, and for providing appropriate measurement criteria on a daily, weekly, monthly, quarterly and annual basis. The DPjM will ensure the day-to-day operations are aligned to meet the Coast Guard’s goals and targets. The DPjM will be responsible for overseeing the proper operation of on-site resources including but not limited to the Automatic Call Distribution system and statistical data management collected in the PSSD database. The DPjM will be responsible for making continuous improvement recommendations to the Coast Guard on the operation of the product support service desk.

Location

LOCATION: Kearneysville, West Virginia (contingent upon award of contract)

Qualifications

REQUIRED QUALIFICATIONS:

• Associates’ Degree (Business, IT or similar) or higher
• Minimum of 10 years call center management experience in lieu of degree
• Minimum of 5 years’ experience with Private Branch Exchange (PBX) systems, Automatic Call Distribution systems and other application help desk support technologies
• Shall have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI and AGILE)
• Must be a US Citizen, be fluent in the English language, and must have a favorably adjudicated background investigation as defined by the Coast Guard

About Enlogica

About Enlogica:

Enlogica Solutions is a Technology Services and Solutions Company focused on providing Commercial and Government customers with robust and cost-effective solutions to their problems. We are a responsive SBA 8(a) certified Small Disadvantaged Business (SDB) with strong capabilities, innovative ideas and firm dedication to solving customers’ challenges. We provide excellent employee opportunities for growth, recognition and advancement. Enlogica is an Equal Opportunity Employer. Enlogica does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.