This Position is Subject to Contract Award.

OBXtek is seeking an experienced Project Manager to lead onsite operations supporting the U.S. Patent and Trademark Office (USPTO) Service Desk, Advanced Problem Resolution (APR), and Contact Center programs.This is a high-visibility leadership role responsible for managing large-scale IT service delivery operations supporting more than 14,000 users nationwide. The Project Manager will serve as the primary onsite lead, ensuring operational excellence, SLA compliance, and exceptional customer service across Tier 1 and Tier 2 IT support functions.

This role requires daily onsite presence in Alexandria, VA.

Resposibilities

Operational Leadership

• Lead day-to-day onsite operations for Service Desk, APR (Tier 2), Contact Center, Executive Support, Accounts Management, and Knowledge Management teams.
• Serve as primary interface to Government stakeholders.
• Ensure compliance with service level agreements (SLAs), policies, and performance standards.
  
  
  

Service Delivery Oversight

• Oversee high-volume IT support operations including
• 100,000+ contact center calls annually
• 140,000+ service desk calls annually
• 6,000+ Tier 2 escalations annually
• Monitor ticket management, escalation processes, and customer satisfaction metrics.
• Drive continuous service improvement initiatives.
  
  

Workforce & Performance Management

• Implement staffing forecasts and workforce optimization strategies.
• Monitor ACD and call center performance metrics.
• Lead hiring, onboarding, coaching, and performance management.
• Ensure training programs and knowledge management processes are executed effectively.
  
  
  

Executive & Surge Support

• Coordinate executive-level IT support activities.
• Ensure readiness for 24/7 on-call requirements during executive travel.
• Manage surge staffing and project-driven support increases.
  
  
  

Technology & Modernization

• Support ServiceNow and Salesforce-based ITSM operations.
• Partner with stakeholders to enhance automation, AI-enabled virtual agents, and knowledge search capabilities.
• Contribute to modernization and continuous improvement efforts.
  
  
  

Security & Compliance

• Ensure adherence to federal data protection and confidentiality standards.
• Maintain audit readiness and compliance with security requirements.
• Oversee emergency after-hours response protocols.
  
  
  

Required Qualifications

• Bachelor's degree in Information Technology, Business, Engineering, or related field.
• 8+ years of IT service delivery management experience.
• 5+ years managing federal Service Desk or Contact Center operations.
• Experience overseeing high-volume call center environments (100K+ annual volume).
• Strong knowledge of ITIL-based Incident, Problem, and Change Management.
• Experience with ServiceNow, Salesforce, or comparable ITSM platforms.
• Demonstrated experience leading onsite federal teams.
• Strong executive communication and stakeholder engagement skills.
• Ability to obtain and maintain USPTO Public Trust clearance.
  
  
  

Preferred Qualifications

• PMP certification.
• ITIL v4 certification.
• Experience supporting Department of Commerce or other federal civilian agencies.
• Experience with AI-enabled service desk technologies.
• Experience supporting executive-level IT operations.
  
  
  

Public Trust

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers' knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.

OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.