Full Time
Alexandria, VA, Alexandria, VA, US
Greenville, SC, Clemson, SC, US
Oklahoma City, OK , Oklahoma City, OK, US
Weaverville, NC, Raleigh, NC, US




Position Summary


The Service Desk 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.