Senior Program Manager, Federal IT Services

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 130,000 - 170,000; Full time

Job summary

STOPSO, a leading IT services provider, seeks a Program Manager to lead the USPTO Service Desk, APR, and UCC contracts, overseeing staffing, SLAs, security, and transition activities. The role can be onsite at a Government facility or at a contractor-provided facility in the Ashburn, Virginia area.

You will partner with USPTO leadership, direct cross-functional teams, monitor performance, and drive continuous service improvement while ensuring compliance and delivering exceptional customer

Qualifications

• Bachelor's degree in a related field; years of experience may be substituted per policy.
• 15+ years in large-scale IT operations, service desk, or end-user support environments.
• 10+ years leading large teams supporting enterprise IT operations.
• Experience with federal government or similarly regulated environments.
• Experience managing SLA-driven service delivery and geographically distributed teams.
• ITIL certification or equivalent ITSM experience; PMP/HDI principles preferred.

Responsibilities

• Lead overall program operations for the USPTO Service Desk, APR, and UCC contracts.
• Provide strategic oversight, ensure SLAs, security, transition activities, staffing commitments, and quality management.
• Direct contract management, staffing, and governance across multiple functions.
• Monitor performance, staffing forecasts, and surge actions during incidents or deployments.
• Report program status to company leadership and USPTO stakeholders.
• Drive continuous improvement and innovation in service delivery.

Skills

Leadership

Program management

SLA management

Stakeholder management

Strategic oversight

Education

Bachelor's degree in a related field

Tools

ServiceNow

Salesforce

ITSM tools

Job description

STOPSO, a leading IT services provider, seeks a Program Manager to lead the USPTO Service Desk, APR, and UCC contracts, overseeing staffing, SLAs, security, and transition activities. The role can be onsite at a Government facility or at a contractor-provided facility in the Ashburn, Virginia area.

You will partner with USPTO leadership, direct cross-functional teams, monitor performance, and drive continuous service improvement while ensuring compliance and delivering exceptional customer