Deputy PM / PM Backup

The Deputy Program Manager supports the Program Manager in overseeing the successful delivery of integrated Contact Center Quality Assurance (CQA) services and overall program execution. This position serves as the designated second-in-command and must be capable of assuming full Program Manager responsibilities when required. The ideal candidate brings strong federal program management experience, exceptional stakeholder engagement skills, and the ability to coordinate complex technical and operational workstreams.

Key Responsibilities

• Support daily Program Management Office (PMO) operations and integrated program execution.
• Assist in planning, coordinating, and managing technical, operations, workforce, security, testing, and partner workstreams.
• Maintain program schedules, risk registers, issue logs, action-item tracking, and performance reporting.
• Support Government meetings, executive briefings, program reviews, and deliverable management activities.
• Monitor corrective action plans and track cross-functional dependencies to ensure successful program outcomes.
• Collaborate with program leadership to identify and mitigate risks affecting schedule, cost, or performance.
• Ensure timely communication and coordination among internal teams, subcontractors, and Government stakeholders.
• Serve as the primary backup to the Program Manager and assume full program leadership responsibilities when required.

Required Qualifications

• Minimum of 8 years of federal program management, operations management, or related experience.
• Demonstrated experience supporting and coordinating complex technical and operational programs.
• Strong knowledge of project scheduling, risk management, performance reporting, and stakeholder engagement.
• Excellent organizational, communication, and leadership skills.
• Proven ability to work effectively in a fast-paced, mission-driven environment.

Preferred Qualifications

• Experience supporting contact center, customer experience, citizen services, or customer support operations.
• Project Management Professional (PMP) certification.
• Experience supporting large-scale federal contracts and multi-disciplinary teams.

Key Competencies

• Program and Project Management
• Risk and Issue Management
• Executive Communication
• Stakeholder Engagement
• Cross-Functional Team Coordination
• Performance Management and Reporting
• Strategic Planning and Execution
• Federal Government Operations

This role offers the opportunity to support mission-critical federal programs while helping drive operational excellence, service delivery performance, and customer experience outcomes.

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.