Program Manager – Tax Call Center & Service Desk Operations; Hybrid Advocate IT Data-Driven. M

Advocate IT, LLC is seeking an experienced Program Manager to lead operations supporting a high-volume tax-related customer service and service desk program for the State of Maryland. The Program Manager is responsible for overall program execution, operational performance, and day-to-day leadership of call center and service desk activities, ensuring service levels, quality standards, and customer experience objectives are consistently achieved across multiple operational functions.

This is a hybrid position, combining onsite collaboration with remote work based on operational and program requirements.

Advocate IT, LLC is a Maryland-based, SBA-certified Historically Underutilized Business Zone (HUBZone) small business and Disability-Owned Business Enterprise (DOBE) providing professional services, information technology, and operational support solutions to federal, state, and commercial customers. Headquartered in Frederick, Maryland, Advocate IT supports mission-critical programs requiring operational discipline, regulatory compliance, and customer-focused service delivery.

As a HUBZone-certified and Disability-Owned Business Enterprise, Advocate IT is committed to inclusive hiring, local workforce development, and delivering high-quality services that support public sector missions.

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• The Program Manager serves as the senior operational lead responsible for managing a large-scale customer service and service desk environment supporting taxpayer inquiries and program operations. The role requires experience overseeing multiple functional responsibilities simultaneously, including customer service operations, service desk coordination, staffing oversight, performance management, and stakeholder engagement.
• The Program Manager acts as the primary interface between Advocate IT leadership and State stakeholders and is responsible for ensuring operational continuity, performance accountability, and continuous improvement across all supported functions.

• Provide overall oversight of day-to-day call center and service desk operations
• Lead and manage a team of 30+ customer service and operational personnel
• Ensure program objectives, service level agreements (SLAs), and quality standards are consistently achieved
• Manage staffing, scheduling, and operational readiness across multiple service functions
• Maintain quality assurance processes and operational responsiveness
• Coordinate with State stakeholders and internal leadership regarding performance, reporting, and operational needs
• Monitor performance metrics, identify trends, and implement process improvements
• Manage escalation procedures and ensure timely issue resolution
• Support onboarding, training, and performance coaching of staff
• Ensure compliance with confidentiality requirements, government data handling standards, and operational procedures

• Bachelor’s degree from an accredited college or university (experience substitution may be considered)
• Minimum five (5) years of experience managing call center, service desk, or customer service operations
• Minimum three (3) years of project or program management experience
• Demonstrated experience managing large operational teams (30+ personnel)
• Experience managing or supporting government contracts or public sector service delivery programs
• Experience with call center software, service desk platforms, and CRM systems
• Strong leadership, organizational, and communication skills

• Experience supporting tax, financial services, or government revenue systems
• Experience managing operations involving taxpayer or financial account inquiries
• Experience managing SLA-driven service desk or call center environments
• Salesforce experience desired
• Advanced proficiency in Microsoft Excel or operational reporting tools
• Experience working in regulated or compliance-sensitive environments

• Hybrid work environment with onsite and remote work components
• Business hours support aligned with State operational schedules
• Collaborative environment focused on accountability, service quality, and continuous improvement

Advocate IT offers a competitive compensation and benefits package designed to support employee wellbeing and long-term career growth, including:

• Competitive salary and performance-based growth opportunities
• Health, dental, and vision insurance options
• Paid time off and recognized holidays
• Professional development and leadership training opportunities
• Hybrid work flexibility supporting work-life balance
• Career advancement opportunities within a growing HUBZone and Disability-Owned Business Enterprise