Federal IT Service Desk Program Director

Leader Communications Inc. (LCI); Clemson (SC); On-site; USD 120,000 - 160,000; Full time

Job summary

Leader Communications Inc. (LCI) is seeking a Service Desk Manager to lead Tier 1 and Tier 2 operations, the USPTO Contact Center, and knowledge management in a high-volume federal IT environment. You will ensure SLA compliance, governance, and security across multiple teams.

The role requires the ability to attain and maintain a U.S. Government Public Trust clearance, ITIL certification, and experience managing large enterprise service desks.

Qualifications

• Fifteen (15) years of management experience or equivalent combination of education and experience.
• ITIL Certification required; HDI Certifications preferred (HDI Support Center Director is preferred).
• Experience managing enterprise IT service desk or contact centers in large, regulated environments (federal or similar).
• Experience with 10,000+ users, high-volume multi-channel support, tiered escalation, and strict SLAs.

Responsibilities

• Oversee the entire program for the contract and all teams.
• Ensure deliverables meet contract requirements and SLAs.
• Communicate with government personnel (SDOD Director, Call Center Manager, COR).
• Provide administrative directions to subordinate leads and managers.
• Recruit, hire, and terminate personnel and allocate resources.
• Oversee all contract task areas (Tier 1, APR, USPTO Contact Center, KM, Accounts, Exec Support).
• Lead performance oversight of high-volume contact center and service desk operations.
• Manage risk, contingency planning, surge staffing, and COOP readiness.
• Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
• Oversee AI-enabled service enhancements and continuous improvement.

Skills

Executive communication

Contract governance leadership

Risk management

Operational analytics

Strategic workforce planning

Project management

Communications (written)

Communications (verbal)

Education

Bachelor's degree in related subject

Tools

Microsoft Project Professional

Microsoft SharePoint

Job description

Leader Communications Inc. (LCI) is seeking a Service Desk Manager to lead Tier 1 and Tier 2 operations, the USPTO Contact Center, and knowledge management in a high-volume federal IT environment. You will ensure SLA compliance, governance, and security across multiple teams.

The role requires the ability to attain and maintain a U.S. Government Public Trust clearance, ITIL certification, and experience managing large enterprise service desks.