Program Support Services Team Manager
$155,000–$180,000 year
HybridBaltimore, Maryland, United States
Job Summary
Lead a team of mission liaisons, program support specialists, and project and portfolio managers serving as key partners between the Information Technology Services Division, mission organizations, and Institute stakeholders. Drive customer success by understanding and anticipating customer needs, building strong relationships across STScI, and facilitating communication of requirements, priorities, timelines, risks, and dependencies between ITSD and stakeholders. Ensure IT services align with mission objectives by providing leadership to the team, promoting adoption of project and portfolio management practices, and partnering with technical teams for effective service delivery. Manage staffing, resource allocation, and workload balancing while contributing to ITSD strategy and operational planning.
Required Qualifications
- U.S. Citizenship or Permanent Residency
- ITAR clearance
- Bachelor's degree in Information Systems, Computer Science, Business, or a related field
- 10+ years of progressively responsible technical, operational, or leadership experience
- Experience in customer success, stakeholder engagement, account management, relationship management, or similar customer-facing leadership roles
- Experience leading project, program, and portfolio management functions
Desired Qualifications
- PMP certification or other project, program, or portfolio management certifications
- Strong knowledge of IT Service Management (ITSM) and ITIL practices
- related certifications
- Demonstrated ability to build effective partnerships across technical, operational, and mission-focused organizations
- Excellent communication, collaboration, negotiation, and conflict-resolution skills
- Ability to identify risks, communicate proactively, and drive effective mitigation strategies
- Experience in leading teams, managing resources, balancing priorities, and supporting employee development
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