Program Manager- Help Desk

About the role

TechOp Solutions is seeking an experienced professional to lead the successful execution of a federal customer service and financial operations support contract.

Responsibilities

• 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.
• Cook up 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.

Requirements

• 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

Qualifications

Must meet security eligibility requirements.

Skills

• Customer service systems
• Operational processes
• Compliance requirements

Benefits

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.

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