Deputy Project Manager

Enlogica Solutions, LLC; West Virginia; On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic technology services firm as a Deputy Project Manager, where you will lead the daily operations of an application help desk support team. This role is crucial in ensuring that staffing levels and support systems meet the goals of a major client. You will leverage your extensive call center management experience to analyze data, optimize operations, and drive continuous improvement initiatives. This is an exciting opportunity to contribute to a responsive and innovative company dedicated to delivering effective solutions for both commercial and government clients. If you are a proactive leader with a passion for technology and service management, we want to hear from you!

Qualifications

• Associates’ Degree or 10 years call center management experience required.
• 5 years experience with PBX and help desk technologies needed.

Responsibilities

• Oversee day-to-day operations of application help desk support.
• Make continuous improvement recommendations for service desk operations.

Skills

Call Center Management

Staff Scheduling

Statistical Data Analysis

Information Technology Management

ITIL Framework

AGILE Methodology

Education

Associates’ Degree in Business or IT

10 years of call center management experience

Tools

PBX Systems

Automatic Call Distribution Systems

PSSD Database Management

Job description

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

REQUIRED QUALIFICATIONS:

1. Associates’ Degree (Business, IT or similar) or higher
2. Minimum of 10 years call center management experience in lieu of degree
3. Minimum of 5 years’ experience with Private Branch Exchange (PBX) systems, Automatic Call Distribution systems, and other application help desk support technologies
4. Shall have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI, and AGILE)
5. 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:

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.