Deputy Project Manager; DPjM

Deputy Project Manager (DPjM)

Location:

Kearneysville, West Virginia (Hybrid)

The Contractor shall provide a DPjM who shall be designated as Key Personnel. The DPjM will be responsible for the day‑to‑day operations of the application help desk support. The DPjM will be focused on scheduling personnel, staffing levels, providing appropriate measurement criteria on a daily, weekly, monthly, quarterly and annual basis. The DPjM will be responsible for ensuring the day‑to‑day operations are aligned to meet the Coast Guard’s goals and targets and for analyzing statistical data to optimize staffing and support desk systems.

The DPjM will be responsible for overseeing the proper operation of on‑site resources including but not limited to the Automatic Call Distribution system and statistical data management collected in the PSSD database. The DPjM will be responsible for making continuous improvement recommendations to the Coast Guard on the operation of the product support service desk.

• The DPjM shall have an Associates’ Degree (Business, IT or similar) or higher.
• A minimum 10 years of call center management experience may be substituted in lieu of a degree.
• At a minimum, the DPjM must have 5 years’ experience with Private Branch Exchange (PBX) systems, Automatic Call Distribution systems and other application help desk support technologies.
• In addition, the DPjM shall have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, HDI and AGILE).