Program Manager

Join DecisionPoint Corporation as a full-time Program Manager based in Trade, Alexandria City, overseeing enterprise-scale information technology service delivery operations. You'll lead strategic initiatives supporting the U.S. Patent and Trademark Office's Chief Information Officer organization.

About the Role

This Program Manager role coordinates multiple operational teams responsible for IT support and service delivery across the entire customer base. You'll manage distinct functional areas—from frontline support through advanced technical resolution—ensuring cohesive execution, quality standards, and responsive service delivery at enterprise scale.

What You'll Do

• Lead and develop Tier 1 Service Desk teams, establishing processes and standards for incident intake, triage, and customer communication
• Oversee Tier 2 Advanced Problem Resolution personnel to ensure timely resolution of complex technical issues
• Direct USPTO Contact Center operations, maintaining service levels and customer satisfaction
• Build and maintain knowledge management systems that amplify team capability and reduce mean time to resolution
• Administer accounts, user access, and licensing management across the service delivery environment
• Track operational performance metrics, generate executive dashboards, and identify improvement opportunities
• Partner with government stakeholders and leadership to communicate status and recommend strategic direction
• Ensure compliance with federal requirements and service-level agreements

What We're Looking For

• Significant experience managing IT service delivery, technical support organizations, or comparable operational programs
• Proven track record leading diverse technical teams and balancing operational demands with strategic objectives
• Knowledge of IT service management practices, help desk platforms, and support center operations
• Background in federal government contracting or supporting government IT organizations is a plus
• Strong executive communication skills for interacting with technical staff, end users, and senior leadership
• Analytical capability to evaluate operational data, identify trends, and make informed decisions
• Ability to juggle multiple priorities, manage projects to completion, and maintain high standards of execution

About DecisionPoint Corporation

DecisionPoint Corporation provides specialized IT operations and consulting services to government and enterprise partners. The company is known for delivering reliable service delivery solutions in complex, mission-critical environments where performance and customer value matter most.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.