Deputy Project Manager

DirectViz Solutions, LLC; West Virginia; On-site; USD 55,000 - 95,000; Full time

Job summary

An established industry player is seeking a Deputy Project Manager to lead a dynamic IT Product Help Desk team. This role involves overseeing daily operations, optimizing staffing models, and ensuring exceptional service delivery for over 60 enterprise applications. The ideal candidate will have a strong background in IT help desk management and continuous improvement practices. Join a forward-thinking organization that values its employees and offers competitive compensation, comprehensive benefits, and opportunities for professional development. If you are passionate about technology and enjoy solving complex problems, this is the perfect opportunity for you.

Benefits

Competitive compensation

Comprehensive medical benefits

401(k) match

Generous PTO accrual

Professional development reimbursement

Corporate-funded technology certifications

Employee recognition programs

Qualifications

• Strong background in IT help desk management and workforce planning.
• Proven expertise in managing large-scale call center operations.

Responsibilities

• Manage daily operations of the application help desk support team.
• Analyze data to optimize staffing models and service delivery.

Skills

IT help desk management

Workforce planning

Data analysis

Continuous improvement practices

Interpersonal skills

Communication skills

Education

Associate's Degree in Business or IT

10 years of call center management experience

Tools

PBX systems

ACD systems

IT Service Management frameworks (ITIL, CMM, ISO, HDI, AGILE)

Job description

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

We are seeking a highly skilled Deputy Project Manager (DPjM) to oversee the day-to-day operations of a 3-Tier IT Product Help Desk supporting the Product Support Service Desk (PSSD) in Kearneysville, WV. The PSSD supports over 60 enterprise applications and business systems, providing user application support, account management, system reviews, testing, and business application training.

The ideal candidate will possess a strong background in IT help desk management, workforce planning, data analysis, and continuous improvement practices.

Key Responsibilities:

• Manage the day-to-day operations of the application help desk support team.
• Schedule personnel and ensure appropriate staffing levels to meet performance objectives.
• Develop and implement measurement criteria for operational performance on a daily, weekly, monthly, quarterly, and annual basis.
• Analyze statistical data to optimize staffing models and help desk systems, ensuring efficient service delivery.
• Oversee the operation of on-site resources, including the Automatic Call Distribution (ACD) system and statistical data management within the PSSD database.
• Provide continuous improvement recommendations for enhancing product support service desk operations.
• Ensure all help desk activities align with Information Technology/Service Management frameworks and methodologies, such as ITIL, CMM, ISO, HDI, and AGILE.
• Collaborate with stakeholders to meet operational goals and maintain high levels of customer satisfaction.

Required Qualifications:

• Associate's Degree in Business, Information Technology, or a related field. Substitution: A minimum of 10 years of call center management experience may be considered in lieu of a degree.
• Minimum 5 years of experience with:
• Private Branch Exchange (PBX) systems
• Automatic Call Distribution (ACD) systems
• Other application help desk support technologies
• Strong background in IT Service Management frameworks (e.g., ITIL, CMM, ISO, HDI, AGILE).
• Proven expertise in managing large-scale call center operations, including workforce optimization and performance analytics.

Preferred Qualifications:

• Certifications: ITIL Foundation, HDI Support Center Manager, or equivalent certifications.
• Experience supporting government agencies, especially the U.S. Coast Guard or similar federal environments.
• Strong interpersonal and communication skills with the ability to lead cross-functional teams.
• Ability to present continuous improvement strategies backed by data-driven insights.

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.