Program Manager

Position Summary

The Program Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions. This role ensures SLA compliance, operational governance, workforce strategy, security compliance, and continuous service improvement across a high-volume federal IT environment. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

• Oversee the entire program for the contract and all associated teams.
• Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
• Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
• Provide administrative directions to subordinate leads and task managers.
• Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
• Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive 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 service improvement initiatives.
• Lead executive-level operational reviews and performance briefings.

Education & Experience Requirements

• Fifteen (15) years of management experience or equivalent combination of education and experience.
• Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education.
• Must have ITIL Certification.
• May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred.
• Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
  • 10,000 or more users
  • High-volume, multi-channel support operations
  • Formal Tier 1 and Tier 2 escalation processes
  • Strict Service Level Agreement (SLA) performance requirements
• Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment.
• Bachelor's degree in the related subject area.
• FedRAMP cloud environments.

Knowledge-Centered Service (KCS) Skill & Certification Requirements

• Executive communication
• Contract governance leadership
• Risk management
• Operational analytics
• Strategic workforce planning
• Excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work)
• Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.
• Skill & Certification Requirements

Equal Opportunity Employer

This position is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please visit hr@lcibest.com.