Deputy Program Manager

Overview

DecisionPoint Corporation is seeking a Deputy Program Manager to support the Tier 2 and Tier 3 end-user support services program for the USDA Customer Experience Center (CEC). This role will assist in managing IT service delivery to ensure efficient support, facilitating USDA's customer service, incident response, and hardware and software management requirements. The Deputy Program Manager will work on-site at designated USDA facilities, providing vital support to the Program Manager and ensuring smooth daily operations.

Duties & Responsibilities

• Assist the Program Manager in overseeing daily operations for USDA CEC Tier 2 and Tier 3 support, ensuring all service level agreements (SLAs) and performance metrics are met.
• Implement and support the Agile Plan-Do-Check-Act (PDCA) management cycle, contributing to continuous improvements in program processes and service delivery.
• Coordinate with Tier 2 and Tier 3 technical support teams to facilitate efficient incident response, service request fulfillment, hardware deployments, and account management.
• Develop and maintain daily and weekly operational schedules, tracking team performance and allocating resources to support evolving USDA needs.
• Act as the primary point of contact in the Program Manager's absence, overseeing operations, providing support to staff, and ensuring that all program activities align with USDA objectives.
• Use the USDA ITSM system (such as BMC Remedy Helix or ServiceNow) to monitor, document, and report on ticket status, ensuring accurate data entry and reporting on key metrics.
• Ensure team compliance with USDA policies and protocols, including asset management, customer service notifications, and adherence to USDA's knowledge management requirements.
• Manage escalations to Tier 3 and facilitate prompt resolution of complex issues, working with the Program Manager to maintain smooth escalation pathways.
• Prepare and deliver regular performance and progress reports to USDA, collaborating with the Program Manager to provide insights on service effectiveness and potential areas for improvement.
• Collaborate with subcontractors and stakeholders to foster a unified team approach, ensuring alignment with the program's goals and USDA's mission.

Qualifications

• Ability to obtain a Public Trust Clearance.
• Bachelor's Degree in Business, IT Management, or a related field.
• 3-5 years of experience supporting or managing IT service delivery programs, preferably in a federal or public sector environment.
• Knowledge of IT service management (ITSM) practices and ITIL
• Familiarity with federal service quality standards, including ISO 9001, ISO 20000, and CMMI Level 3.
• Experience using ITSM tools, such as BMC Remedy Helix or ServiceNow, for ticket tracking and management.
• Strong organizational skills with a proven ability to manage resources, prioritize tasks, and support program goals.
• Excellent communication and interpersonal skills, with the ability to build positive working relationships with team members, stakeholders, and USDA representatives.

The salary range for this role is $145k to $150k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.