Advocate IT, LLC is seeking a Deputy Program Manager to support leadership and daily operations of a high-volume tax-related call center and service desk program supporting the State of Maryland. The Deputy Program Manager assists the Program Manager in overseeing operational performance, staffing coordination, service delivery, and adherence to security and confidentiality requirements, ensuring service levels, quality standards, and customer experience objectives are consistently achieved.

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

About Advocate IT

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.

Learn more at www.advocateitllc.com.

Position Overview

The Deputy Program Manager supports operational leadership across a large-scale customer service and service desk environment responsible for handling high volumes of taxpayer inquiries and service requests. This role assists in managing daily operations, coordinating staff activities across multiple functional responsibilities, and ensuring consistent adherence to performance standards, operational procedures, and data protection requirements.

The Deputy Program Manager serves as an escalation point for operational and security-related concerns and supports the Program Manager in maintaining operational continuity, workforce readiness, and compliance with State confidentiality and information handling standards.

Key Responsibilities

• Support day-to-day oversight of call center and service desk operations
• Assist in leading and coordinating a team supporting 30+ customer service and operational personnel
• Monitor operational performance against service level expectations and quality standards
• Support staffing coordination, scheduling, and workload balancing across multiple service functions
• Assist with escalation management and resolution of operational issues
• Ensure personnel adherence to confidentiality, privacy, and data handling procedures associated with taxpayer and State information
• Support enforcement of operational security procedures, including proper system access, information handling, and incident reporting protocols
• Monitor ticket queues, call volumes, and operational metrics to ensure timely response and resolution
• Support onboarding, training, and reinforcement of security awareness and operational compliance requirements
• Coordinate with internal leadership and State stakeholders as directed by the Program Manager
• Support continuous improvement initiatives and operational reporting activities

Minimum Qualifications

• Bachelor’s degree or equivalent experience
• Minimum three (3) years of experience supporting call center, service desk, or customer service operations
• Experience supervising or coordinating operational teams
• Experience working in SLA-driven operational environments
• Experience with call center software, service desk platforms, or CRM systems
• Experience supporting environments requiring protection of sensitive or confidential information
• Strong organizational, communication, and problem-solving skills

Preferred Qualifications

• Experience supporting government contracts or public sector service delivery programs
• Experience supporting tax, financial services, or government revenue systems
• Experience managing or coordinating high-volume service desk or call center environments, including teams responsible for handling large daily volumes of customer contacts or service tickets
• Experience supporting operational environments handling thousands of customer interactions or tickets per month
• Salesforce experience desired
• Advanced proficiency in Microsoft Excel or operational reporting tools
• Experience working in regulated or compliance-sensitive environments
• Familiarity with IRS Publication 1075, taxpayer data protection requirements, or similar government data security frameworks

Work Environment

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

Benefits

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 training opportunities
• Hybrid work flexibility supporting work-life balance
• Career advancement opportunities within a growing HUBZone and Disability-Owned Business Enterprise