Leader Communications Inc

Job DescriptionJob Description Position Summary LCI is seeking dedicated Senior Systems Administrators to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Senior System Engineer 6-10 years of experience performing techniques in analysis, installation, configuration, problem isolation and resolution in various information technology fields to include but not limited to Helpdesk, Server Administration, Network Management, and Desktop Support. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Linux and Microsoft Windows Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary We are currently seeking a motivated and reliable Network Cabling Installer to join our team supporting operations at Joint Base Charleston, SC. This role involves the installation, maintenance, and repair of critical telecommunications infrastructure within a secure military environment. The ideal candidate will have prior cabling experience and must meet specific U.S. government security requirements Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Supports inside and outside plant (ISP/OSP) tasks, to include troubleshooting, installation, modification, and removal of telecommunications systems and cabling; perform preventative maintenance tasks (e.g. inspections) Assists Switch Technician in the DCO/RST on major cutovers, realignments, system upgrades, and VoIP. Perform the full range of services related to the base infrastructure (install, remove, repair, mark, cutover, upgrade, and splice) Perform installation and repair task on data (2-wire, 4-wire, DSL, PRI) , radio circuits, and multiplexing equipment Perform maintenance inspections and corrective action on man/hand-holes, pedestals, and building entrance terminals Provide customer services while completing surveys, work orders, repairs, and working with other government approved vendors Must be able to create and update work-center records using Telecommunications Management Systems (TMS) Provide cable/fiber staking and marking services on the base infrastructure and update cable records in Cyberspace Visualization Component (CVC) and TMS Verify correct location of BTS infrastructure using Global Positioning System (GPS) and update TMS and CVC database Provide descriptive information red line drawing and input data into the CVC Must be available 24 x 7 if assigned stand-by duties and respond to non-duty hour priority outages Assist Switch Technician in the DCO/RST on major cutovers, realignments, system upgrades, and VoIP. 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 Education & Experience Requirements Must have 3+ years qualified practical field experience or must have 2 years qualified practical field experience or 1 year experience and 1 year formal trade education such as Vocational or Technical School Certificate SECURITY CLEARANCE REQUIREMENTS: Public Trust Outside and Inside Cable Plant experience Skill & Certification Requirements Familiarity with cable installation techniques and troubleshooting methods for copper and fiber optic systems. Ability to read and interpret construction drawings, specifications, and schematic diagrams. Ability to lift up to 50 lbs, climb ladders and utility poles to various heights, and work in confined spaces. Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint Ability to communicate effectively with all levels of employees and outside contacts Strong interpersonal skills and good judgment with the ability to work alone or as part of a team Must be able to stand and walk for prolonged amounts of time Must be able to twist, bend and squat periodically Experience with Global Positioning System (GPS) Communications Data Feature (CFD) information collection preferred. Maintenance of the Cyberspace Infrastructure Planning System (CIPS) Visualization Component (CVC) is preferred. Experience in fiber optics, OSP cable, ISP CAT5, and ISPO CAT6 installation, termination, repair, and testing Computer skills working with TMS, CVC, SharePoint, and Microsoft Suite Demonstrates communication skills; verbal and written in English with a strong customer focus Confined space certification required Able to perform CPR and safety observer duties if necessary Inside Plant/Outside Plant Knowledge of OSHA safety standards BICSI installer, OSHA confined space CISCO-IP-phones TIA/EIA 568 Bldg Cable Standards NEC - NFPA 70, 800 Articles VoIP Systems support Confined space certification required. Position requires sitting, standing, kneeling for long periods of time, lifting more than 50 lbs, climbing on ladders, and working in dirty and noisy areas. (Heavy Work) Proficient in troubleshooting techniques. Able to perform CPR and safety observer duties if necessary. LCI is an Equal Opportunity Employer/ Veterans/ Disabled Leader Communications is an Affirmative Action and Equal Opportunity Employer. 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

Job DescriptionJob Description Position Summary LCI is seeking dedicated System Administrators to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements System Engineer 1-5 years of experience with installation, configuration, problem isolation and resolution in various information technology fields to include but not limited to Helpdesk, Server Administration, Network Management, and Desktop Support. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Microsoft Windows Linux Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary The Advanced Problem Resolution (APR) Lead is responsible for overall project management of complex, multi-task Tier 2 IT support operations within a large federal enterprise environment. The APR Technical Lead ensures advanced troubleshooting, root cause analysis, escalation management, workforce coordination, SLA compliance, and continuous operational improvement across specialized technical support functions. APR Technical Lead to oversee Tier 2 Advanced Problem Resolution operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Responsible for overall project management of complex, multi-task Tier 2 IT support operations. Plan, organize, and manage groups of employees engaged in various advanced technical duties. Provide administrative and technical direction to personnel and work without supervision. Coordinate approved contract activities and ensure that all services meet required schedules and/or production standards. Establish improved procedures and controls, where necessary, to ensure operational effectiveness and SLA compliance. Provide customer representatives with the status and activities of personnel covered under the contract. Respond to administrative and technical requests from Government customer representatives. Apply continuous evaluation and control measures to ensure performance standards are achieved. Liaise with team members, management, and clients to ensure assigned tasks are completed to required standards. Identify risks and develop contingency plans to mitigate operational impact. Analyze existing operations and schedule training sessions and meetings to implement improvements. Maintain awareness of industry trends and technical developments to enhance service delivery. Provide deliverables, including technical reports and presentations to relevant stakeholders. Lead Tier 2 troubleshooting efforts involving desktop systems, enterprise applications, SASE, MFA, identity management, and account-related issues. Oversee call management, accounts management, reporting, and workforce management within the Tier 2 environment. Conduct root cause analysis, Known Error documentation, and trend analysis for recurring incidents. Support migration initiatives and surge ticket volumes while maintaining SLA performance. Fifteen (15) years of IT experience with at least ten (10) years of experience in a management position or equivalent combination of education and experience. Proven experience managing a Tier 2 specialized support desk in a large enterprise environment, preferably supporting more than 10,000 users. Experience providing Tier 2 management including call management, accounts management, reporting, and workforce management. Demonstrated experience managing Service Level Agreements (SLAs) and performance reporting in a structured IT environment. 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 Education & Experience Requirements BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Advanced troubleshooting of Windows operating systems and endpoint devices Active Directory and account provisioning management Enterprise IT service management platforms (ServiceNow or similar) Microsoft enterprise technologies Multi-factor authentication (MFA) and identity management solutions Incident and Problem Management processes Trend analysis and root cause documentation methodologies ITIL Certification One or more Microsoft Certifications (MCSE or similar) Advanced Microsoft or enterprise infrastructure certifications Skill & Certification Requirements Technical leadership of Tier 2 operations Analytical problem-solving and root cause analysis Risk identification and mitigation planning Cross-functional coordination and stakeholder engagement Workforce management oversight Strong written and verbal communication skills Presentation and briefing capabilities 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. This position is considered contingent upon award. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description This position comes with a $500 sign-on bonus. Position Summary Provides Base Telecommunications System (BTS) Operations and Maintenance (O&M) tasks in support of a base telephone (voice) switching system, Outside Plant (OSP) and Inside Plant (ISP), Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Supports inside and outside plant (ISP/OSP) tasks, to include troubleshooting, installation, modification, and removal of telecommunications systems and cabling; perform preventative maintenance tasks (e.g. inspections) Assists Switch Technician in the DCO/RST on major cutovers, realignments, system upgrades, and VoIP. 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 Education & Experience Requirements 5 years qualified practical field experience Outside and Inside Cable Plant experience Knowledge of OSHA safety standards OSHA confined space / CISCO-IP-phones, TIA/EIA 568 Bldg Cable Standards, NEC - NFPA 70, 800 Articles, Avaya experience a plus DOD 8570 IAT Level II: CompTIA Security+ desired Skill & Certification Requirements Inside Plant/Outside Plant VoIP Systems support Confined space certification required. Position requires sitting, standing, kneeling for long periods of time, lifting more than 50 lbs, climbing on ladders, and working in dirty and noisy areas. (Heavy Work) Proficient in troubleshooting techniques. Able to perform CPR and safety observer duties if necessary. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at . Leader Communications is an Affirmative Action and Equal Opportunity Employer. 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

Job DescriptionJob Description Position Summary We are seeking a motivated and reliable Structured Cabling Technician to join our team at Joint Base Charleston, SC. The Structured Cabling Technician will provide Base Telecommunications System (BTS) Operations and Maintenance (O&M) tasks in support of a base telephone (voice) switching system, Outside Plant (OSP) and Inside Plant (ISP), and all associated flight and non-flight equipment. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Supports inside and outside plant (ISP/OSP) tasks, to include troubleshooting, installation, modification, and removal of telecommunications systems and cabling; perform preventative maintenance tasks (e.g. inspections) Assists Switch Technician in the DCO/RST on major cutovers, realignments, system upgrades, and VoIP. Perform the full range of services related to the base infrastructure (install, remove, repair, mark, cutover, upgrade, and splice) Perform installation and repair task on data (2-wire, 4-wire, DSL, PRI) , radio circuits, and multiplexing equipment Perform maintenance inspections and corrective action on man/hand-holes, pedestals, and building entrance terminals Provide customer services while completing surveys, work orders, repairs, and working with other government approved vendors Must be able to create and update work-center records using Telecommunications Management Systems (TMS) Provide cable/fiber staking and marking services on the base infrastructure and update cable records in Cyberspace Visualization Component (CVC) and TMS Verify correct location of BTS infrastructure using Global Positioning System (GPS) and update TMS and CVC database Provide descriptive information red line drawing and input data into the CVC Must be available 24 x 7 if assigned stand-by duties and respond to non-duty hour priority outages Assist Switch Technician in the DCO/RST on major cutovers, realignments, system upgrades, and VoIP. 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 Education & Experience Requirements Must have 3+ years qualified practical field experience or must have 2 years qualified practical field experience or 1 year experience and 1 year formal trade education such as Vocational or Technical School Certificate SECURITY CLEARANCE REQUIREMENTS: Public Trust Outside and Inside Cable Plant experience Skill & Certification Requirements Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint Ability to communicate effectively with all levels of employees and outside contacts Strong interpersonal skills and good judgment with the ability to work alone or as part of a team Must be able to lift up to 25 pounds Must be able to stand and walk for prolonged amounts of time Must be able to twist, bend and squat periodically Experience with Global Positioning System (GPS) Communications Data Feature (CFD) information collection preferred. Maintenance of the Cyberspace Infrastructure Planning System (CIPS) Visualization Component (CVC) is preferred. Experience in fiber optics, OSP cable, ISP CAT5, and ISPO CAT6 installation, termination, repair, and testing Computer skills working with TMS, CVC, SharePoint, and Microsoft Suite Demonstrates communication skills; verbal and written in English with a strong customer focus Confined space certification required Able to perform CPR and safety observer duties if necessary Inside Plant/Outside Plant Knowledge of OSHA safety standards BICSI installer, OSHA confined space CISCO-IP-phones TIA/EIA 568 Bldg Cable Standards NEC - NFPA 70, 800 Articles VoIP Systems support Confined space certification required. Position requires sitting, standing, kneeling for long periods of time, lifting more than 50 lbs, climbing on ladders, and working in dirty and noisy areas. (Heavy Work) Proficient in troubleshooting techniques. Able to perform CPR and safety observer duties if necessary. LCI is an Equal Opportunity Employer/ Veterans/ Disabled Leader Communications is an Affirmative Action and Equal Opportunity Employer. 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

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. Provide technical support over the phone and/or via email. Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed. Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible. Meet customer needs and ensure customer satisfaction. Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. Escalate process and policy issues as needed. 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 Education & Experience Requirements Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree. 5-10 years of supervisory in information technology environment. Must be able to pass federal background investigation and obtain a Public Trust. Skill & Certification Requirements Technical experience with current network hardware, protocols, and standards. Application support experience. Knowledge of applicable data privacy practices and laws. Excellent troubleshooting skills. Proficiency in Word, Excel, Outlook, database management. Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. Experience working in a team-oriented, collaborative environment. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Microsoft Project Professional Microsoft SharePoint Staff should Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary The Service Desk 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 Education & Experience Requirements 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 Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner. Personnel must possess administrative and project management skills. Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs. Skilled with these tools to electronically update project plans and upload documents to our EMS. This position is considered contingent upon award. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary The Service Desk 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 Education & Experience Requirements 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 Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner. Personnel must possess administrative and project management skills. Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs. Skilled with these tools to electronically update project plans and upload documents to our EMS. This position is considered contingent upon award. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Microsoft Project Professional Microsoft SharePoint Staff should Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Microsoft Project Professional Microsoft SharePoint Staff should Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary The Service Desk 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 Education & Experience Requirements 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 Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner. Personnel must possess administrative and project management skills. Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs. Skilled with these tools to electronically update project plans and upload documents to our EMS. This position is considered contingent upon award. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Microsoft Project Professional Microsoft SharePoint Staff should Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. Provide technical support over the phone and/or via email. Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed. Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible. Meet customer needs and ensure customer satisfaction. Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. Escalate process and policy issues as needed. 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 Education & Experience Requirements Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree. 5-10 years of supervisory in information technology environment. Must be able to pass federal background investigation and obtain a Public Trust. Skill & Certification Requirements Technical experience with current network hardware, protocols, and standards. Application support experience. Knowledge of applicable data privacy practices and laws. Excellent troubleshooting skills. Proficiency in Word, Excel, Outlook, database management. Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. Experience working in a team-oriented, collaborative environment. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. Provide technical support over the phone and/or via email. Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed. Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible. Meet customer needs and ensure customer satisfaction. Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. Escalate process and policy issues as needed. 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 Education & Experience Requirements Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree. 5-10 years of supervisory in information technology environment. Must be able to pass federal background investigation and obtain a Public Trust. Skill & Certification Requirements Technical experience with current network hardware, protocols, and standards. Application support experience. Knowledge of applicable data privacy practices and laws. Excellent troubleshooting skills. Proficiency in Word, Excel, Outlook, database management. Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. Experience working in a team-oriented, collaborative environment. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. Provide technical support over the phone and/or via email. Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed. Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible. Meet customer needs and ensure customer satisfaction. Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. Escalate process and policy issues as needed. 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 Education & Experience Requirements Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree. 5-10 years of supervisory in information technology environment. Must be able to pass federal background investigation and obtain a Public Trust. Skill & Certification Requirements Technical experience with current network hardware, protocols, and standards. Application support experience. Knowledge of applicable data privacy practices and laws. Excellent troubleshooting skills. Proficiency in Word, Excel, Outlook, database management. Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. Experience working in a team-oriented, collaborative environment. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. Provide technical support over the phone and/or via email. Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed. Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible. Meet customer needs and ensure customer satisfaction. Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. Escalate process and policy issues as needed. 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 Education & Experience Requirements Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree. 5-10 years of supervisory in information technology environment. Must be able to pass federal background investigation and obtain a Public Trust. Skill & Certification Requirements Technical experience with current network hardware, protocols, and standards. Application support experience. Knowledge of applicable data privacy practices and laws. Excellent troubleshooting skills. Proficiency in Word, Excel, Outlook, database management. Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. Experience working in a team-oriented, collaborative environment. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary The Service Desk 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 Education & Experience Requirements 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 Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner. Personnel must possess administrative and project management skills. Microsoft Project Professional and Microsoft SharePoint for documentation version control and repository needs. Skilled with these tools to electronically update project plans and upload documents to our EMS. This position is considered contingent upon award. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .

Job DescriptionJob Description Position Summary LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO's mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills. Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance. Duties & Responsibilities Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals. Specialized IT Support: Deliver support across key USPTO areas, including: Desktop Deployments, Moves, and Field Support. Warehouse Operations and Audio-Visual Support. Network Operations, Cabling, and Maintenance. Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment). Remote Site and Electronic Business Center support. Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development. Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS). Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements. Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required. 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 Education & Experience Requirements Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate. Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). Skill & Certification Requirements Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Personnel must possess administrative and project management skills. Microsoft Project Professional Microsoft SharePoint Staff should Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non- technical personnel. Ability to produce accurate, clear, and straightforward documentation. Skilled in Microsoft Project Professional. Skilled in Microsoft SharePoint for version control and repository management. Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner. Must be able to see things from the customer's perspective and maintain a high standard of customer service. LCI is an Equal Opportunity Employer/ Veterans/ Disabled If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at or by email at .