Head of Programme Management

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. The Program Manager must have demonstrated the ability to lead a program similar in size and complexity as the EUS Services.

Government Public Trust security clearance.

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.

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.

Leads executive-level operational reviews and performance briefings.

Fifteen (15) years of management experience or equivalent combination of education and experience. May hold 1 or more Help Desk Institute (HDI) certifications; Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:

High-volume, multi-channel support operations.

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.

Contract governance leadership.

Risk management.

Strategic workforce planning.

Administrative and project management skills.

Proficiency with Microsoft Project Professional and Microsoft SharePoint.

Experience updating project plans electronically and uploading documents to EMS.

Equal Opportunity Employer/ Veterans/ Disabled.

LCI is an Equal Opportunity Employer/ Veterans/ Disabled. All qualified applicants will receive consideration for employment without regard to 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. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email View email address on click.appcast.io.