IT Service Delivery Lead - AI & ITSM

USPTO; Alexandria (VA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Telework up to 52 hours/year

Job summary

U.S. Patent and Trademark Office (USPTO) seeks a Branch Chief in Alexandria, VA to direct enterprise IT support and service desk operations. The role emphasizes advancing self-service and AI-enabled capabilities, leveraging ITIL methodologies, and ensuring accurate, timely communications.

You will lead and develop staff, coordinate cross-functional activities, and drive process improvements for mission-critical IT services. On-site work is required with limited telework eligibility.

Qualifications

• Specialized experience applying ITSM methodologies to improve processes and self-service.
• Ability to develop procedures and documentation for IT operations and AI-enabled tools.
• Experience leading IT staff and coordinating project or operational activities.

Responsibilities

• Direct enterprise IT customer support and service desk operations.
• Advance self-service and AI-enabled capabilities, applying ITIL-based processes.
• Communicate system status updates and develop technical documentation.
• Drive process improvements and implement automation and emerging technologies.
• Lead and develop people, plan work, set priorities, and evaluate performance.

Skills

IT Service Mgmt (ITIL)

AI-enabled self-service

Knowledge Centered Service

Technical leadership

Cross-team coordination

Job description

U.S. Patent and Trademark Office (USPTO) seeks a Branch Chief in Alexandria, VA to direct enterprise IT support and service desk operations. The role emphasizes advancing self-service and AI-enabled capabilities, leveraging ITIL methodologies, and ensuring accurate, timely communications.

You will lead and develop staff, coordinate cross-functional activities, and drive process improvements for mission-critical IT services. On-site work is required with limited telework eligibility.