Service Desk Manager

Responsibilities

This Position is Subject to Contract Award.

OBXtek is currently seeking a Service Desk Manager to support the USPTO Service Desk.

Key Responsibilities

• Manage all Service Desk operations supporting USPTO internal users
• Ensure compliance with SLAs, SOPs, and performance metrics defined in the PWS
• Oversee staffing, scheduling, quality assurance, and workforce management
• Lead process improvement initiatives and corrective action plans
• Review performance data, reports, and trends using Service Now (SMP)
• Coordinate with Program Manager, APR Lead, QA staff, and USPTO COR
• Ensure COOP readiness and continuity of operations
• Support transition‑in and transition‑out activities as require

Required Qualifications

• ITILv4 (Required), HDI Support Center Manager (preferred)
• Minimum 5 years of successful leadership experience managing IT service desk or help desk operations
• Experience managing complex, multi‑task IT support contracts
• Demonstrated experience managing SLAs and performance metrics
• Strong written and verbal communication skills

Public Trust

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.

OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6

Sigma, PMI, and ISO. Our rapid growth has been recognized by INC
500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.