Federal IT Program Director — Service Desk & SLA Excellence

Omniscius Consulting

Ashburn (VA)

Hybrid

USD 140,000 - 190,000

Full time

10 days ago

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Job summary

Omniscius Consulting seeks an experienced Program Manager to lead a large federal IT support contract for the USPTO, overseeing service desk, APR, UCC, executive support, ERF, and knowledge management.

You will supervise staffing, compliance, SLAs, security, and financials, serving as the main point of contact with USPTO leadership and government stakeholders. This role requires 15+ years in IT operations and PMI credentials.

Qualifications

At least 15 years of progressively responsible experience managing large-scale IT operations.
At least 10 years of experience leading large, geographically distributed teams.
Experience managing federal government contracts or similarly regulated environments.
Strong executive communication and stakeholder-management skills.
Knowledge of cybersecurity, NIST, FISMA, and federal IT compliance.

Responsibilities

Direct and manage all contract operations across service desk, APR, UCC, and knowledge management.
Provide executive leadership and guidance to team leads, supervisors, and staff.
Ensure all contractual requirements, SLAs, and staffing commitments are achieved.
Oversee staffing, recruitment, retention, and workforce planning.
Monitor performance metrics, incident trends, and customer satisfaction.
Lead risk identification, mitigation, and continuous-service-improvement initiatives.
Coordinate governance meetings, program reviews, and stakeholder briefings.