Strategic IT Program Lead – Federal Service Desk & SLA

STOPSO; Ashburn (VA); On-site; USD 170,000 - 195,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) seeks a Program Manager to lead the USPTO Service Desk, APR, and UCC contracts. Role includes contract leadership, SLA governance, security compliance, staffing, and executive liaison with USPTO leadership.

Ideal candidate has 15+ years IT operations leadership, 10+ years managing large teams, ITIL certification, and experience with ServiceNow and Salesforce. Onsite or contractor facility options available.

Qualifications

• 15+ years of progressively responsible experience managing large-scale IT operations, service desk, help desk, or end-user support environments.
• 10+ years leading large teams supporting enterprise IT operations.
• Experience managing multi-functional organizations supporting Service Desk, Contact Center, Account Management, and Technical Support operations.
• Experience managing federal government or similarly regulated environments.
• Proven success leading geographically distributed operations and hybrid workforce environments.
• Experience managing operational performance through SLA-driven service delivery models.

Responsibilities

• Direct and manage all contract operations across SD, APR, UCC, Executive Support, ERF, and Knowledge Management functions.
• Provide executive leadership to all team leads, supervisors, managers, and support personnel.
• Ensure all contract requirements, performance objectives, and deliverables are achieved.
• Lead contract kick-off activities, transition execution, and operational governance meetings.
• Maintain effective communication with USPTO stakeholders and senior leadership.
• Monitor staffing, recruitment, retention, workforce planning, and succession planning activities.
• Coordinate contractor operations across primary and alternate COOP locations.
• Review monthly/quarterly/annual status and quality reports and provide strategic recommendations.

Skills

ITIL framework

SLA management

Executive communication

Workforce management

Education

Bachelor's Degree in Computer Science, Information Systems, Information Technology, Engineering, Business Administration, Management, or related discipline

Tools

ServiceNow

Salesforce

Job description

Strategic Operational Solutions (STOPSO) seeks a Program Manager to lead the USPTO Service Desk, APR, and UCC contracts. Role includes contract leadership, SLA governance, security compliance, staffing, and executive liaison with USPTO leadership.

Ideal candidate has 15+ years IT operations leadership, 10+ years managing large teams, ITIL certification, and experience with ServiceNow and Salesforce. Onsite or contractor facility options available.