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 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.

Key Responsibilities

• 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

Minimum Qualifications

• 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

Preferred Qualifications

• Experience supporting tax, financial services, or government revenue systems
• Experience managing operations involving taxpayer or financial account inquiries
• Experience managing high-volume, SLA-driven service desk or call center environments, including oversight of teams responsible for handling large daily volumes of customer contacts, service requests, or case tickets while maintaining performance and quality standards
• Experience managing operational environments responsible for thousands of customer interactions or service tickets per month, including performance monitoring, escalation management, and workload balancing
• Salesforce experience desired
• Advanced proficiency in Microsoft Excel or operational reporting tools
• Experience working in regulated or compliance-sensitive environments

Work Environment

• 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

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