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Program Manager – Help Desk
TechOp Solutions InternationalProgram Manager leading federal customer service and financial operations contract at TechOp Solutions. Overseeing daily operations, performance, and compliance with government standards.
About the role
Key responsibilities & impact- Provide daily leadership, guidance, and oversight to Customer Service Representatives.
- Provide overall program leadership, direction, and oversight for all contract activities.
- Ensure compliance with all Performance Work Statement (PWS) requirements, policies, and service level standards.
- Manage staffing, scheduling, performance metrics, quality assurance, and risk mitigation activities.
- Oversee program reporting, deliverables, and continuous process improvement initiatives.
- Coordinate with Government stakeholders to resolve issues and ensure customer satisfaction.
- Supervise contract personnel and ensure effective communication across all functional areas.
- Monitor contract performance and implement corrective actions as needed to meet contractual objectives.
- Performs additional duties as assigned
Requirements
What you’ll need- Bachelor Degree.
- 10 years of overall experience
- Minimum of three (3) years of experience in customer service or help desk operations.
- At least one (1) year of supervisory, lead, or team coordination experience.
- Familiarity with customer service systems, operational processes, and compliance requirements.
- Strong leadership, communication, and organizational skills.
- Ability to coach team members while maintaining a collaborative and customer-focused environment.
- Proficiency with Microsoft Office Suite.
- Must meet security eligibility requirements.
Benefits
Comp & perks- TechOp Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
- IND123
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Service OperationsPerformance Work Statement ComplianceQuality AssuranceRisk MitigationProcess Improvement
Soft Skills
LeadershipCommunicationOrganizational SkillsCoachingCollaboration