We are seeking an experienced Deputy Project Manager (DPjM) to manage the day-to-day operations of the U.S. Coast Guard (USCG) C5ISC Product Support Service Desk (PSSD) in Kearneysville, WV. This role focuses on staff scheduling, workload management, and operational efficiency.

Responsibilities:

• Oversee Tier 3 help desk activities, ensuring timely issue resolution.
• Analyze performance metrics and recommend process improvements.
• Ensure compliance with USCG service level agreements.
• Supervise and coordinate help desk personnel scheduling and workload management.
• Assist in managing Automatic Call Distribution (ACD) and ticketing systems.

Qualifications:

• U.S. Citizenship required per federal contract regulations.
• Active or ability to obtain a Public Trust clearance.
• Strong verbal and written communication skills.
• Ability to work on-site in Kearneysville, WV, with possible telework options as approved.
• Associate's degree in Business, IT, or related field (or 10+ years of relevant experience).
• Minimum 5 years of experience managing PBX, ACD, and other help desk technologies.
• Experience in IT Service Management frameworks (ITIL, CMM, ISO, HDI, AGILE).
• Strong analytical, organizational, and leadership skills.