> Markdown version of [/jobs/ext/542007-it-project-manager](https://www.wearedevelopers.com/jobs/ext/542007-it-project-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Project Manager - **Company:** Leader Communications Inc. - **Location:** Alexandria, VA, United States - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cyber Security, IT Management, Knowledge Management, Microsoft Project, Microsoft SharePoint, Information Technology, Software Version Control - **Published:** June 11, 2026 - **Apply:** https://www.juju.com/job/00000000g7di7p ## About the Role + Fifteen (15) years of management experience or equivalent combination of education and experience. Experience/Education Substitution Guidelines: 1 year of study/experience equates to 1 year of relevant IT experience/education. + Must have ITIL Certification. May hold 1 or more Help Desk Institute (HDI) certifications; HDI Support Center Director is preferred + Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with: + 10,000 or more users + High-volume, multi-channel support operations + Formal Tier 1 and Tier 2 escalation processes + 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. + Knowledge-Centered Service (KCS) Skill & Certification Requirements + Executive communication + Contract governance leadership + Risk management + Operational analytics + Strategic workforce planning + Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). + Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner. + Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner. + Personnel must possess administrative and project management skills. + The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs. + Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS. ## Description The IT Project 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. + 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 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. + Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements. + Oversee AI-enabled service enhancements and continuous service improvement initiatives. + Leads executive-level operational reviews and performance briefings. This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [ WeAreDevelopers LIVE - the weekly developer show with Chris Heilmann and Daniel Cranney](https://www.wearedevelopers.com/videos/1365-wearedevelopers-live-the-weekly-developer-show-with-chris-heilmann-and-daniel-cranney) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) - [Decode Your People: Using PCM to Build High-Performance Teams](https://www.wearedevelopers.com/videos/100194-decode-your-people-using-pcm-to-build-high-performance-teams) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)