DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.
At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!
We are seeking a highly experienced Program Manager II to oversee and manage 24x7x365 Technology Service Desk (TSD) operations, delivering exceptional IT support services to a global workforce across more than 1,800 locations. This role involves leading Tier I and Tier II support operations, managing incident response, resolution, and escalation for nearly 300 custom and commercial off-the-shelf (COTS) system applications. The Program Manager will also ensure seamless support for mobile devices, email, and remote access, while adapting to changes in the technology enterprise.
Key Responsibilities:
- Oversee program management, quality assurance, staff training, and operational transition activities to ensure seamless service delivery.
- Manage Tier I and Tier II support operations, including incident response, resolution, and escalation.
- Provide advanced technical support for mobile devices, email systems, and remote access tools.
- Proactively project the impacts of technological changes, update operational procedures, train staff, and communicate system enhancements to end users.
- Ensure continuous improvement in support services to meet evolving operational and technical requirements.
Qualifications:
- A minimum of five (5) years of experience managing a service desk, including oversight of Tier I and Tier II operations.
- Demonstrated ability to lead large-scale IT support operations for diverse and distributed user groups.
- Strong program management skills, including quality assurance, staff training, and transition planning.
- Exceptional communication and leadership abilities to interact effectively with stakeholders and team members.
Preferred Skills:
- Experience with managing support for custom and COTS applications.
- Familiarity with advanced IT support services, including mobile device management, email systems, and remote access tools.
- Proven ability to adapt services to technological changes and communicate enhancements effectively.
This position offers the opportunity to lead a critical IT support program with global reach, ensuring operational excellence and user satisfaction.
Physical and Mental Qualifications:
- Be able to maintain awareness during scheduled working hours.
- Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
- Able to lift up to 15 pounds.
- Excellent verbal and written communication; good command of the English language
- Execute tasks independently and work as a team.
- Learns and memories routine tasks.
- Strong organizational, grammar, business correspondence, and self-management skills
- Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
- DVS retains the right to change or assign other duties to this position.
DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, 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.
