Program Manager

Job description

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. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. *Please Note: This requisition is contingent upon contract award.* 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 direc...