Program Manager

Overview

DecisionPoint seeks an experienced Program Manager to oversee enterprise-scale IT service delivery supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).

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.

• 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 direction 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.

Clearance Requirement

Ability to obtain and maintain Tier 1 Investigation (Low Risk).

Education (Required)

Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.

Experience (Required)

• 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.
• 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.

Technical Knowledge (Required)

• ITIL‑based IT Service Management.
• Enterprise ticketing platforms (Service Now).
• CRM/contact center systems (Salesforce).
• Workforce forecasting and ACD pattern monitoring.
• NIST and federal IT security frameworks.

Technical Knowledge (Preferred)

• AI‑enabled service management platforms.
• FedRAMP cloud environments.
• Knowledge‑Centered Service (KCS).

Certifications

Required:

ITIL Certification. Preferred:
One or more Help Desk Institute (HDI) certifications; HDI Support Center Director preferred.

Skills

• Executive communication
• Contract governance leadership
• Risk management
• Operational analytics
• Strategic workforce planning

• EEO and Affirmitive Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmitive Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own…