Program Support Services Team Manager

Space Telescope Science Institute•Baltimore, MD

1d•$155,000 - $180,000•Hybrid

About The Position

The Space Telescope Science Institute (STScI), operated by the Association of Universities for Research in Astronomy (AURA), is NASA’s science operations center for missions including the Hubble and James Webb Space Telescopes. STScI leads observation planning, data analysis, public engagement, and data archiving for flagship missions. Our staff include experts in astronomy, engineering, education, information technology, communications, and administration who work together to advance and share discoveries from space. STScI is seeking a Program Support Services Team Manager to lead a team responsible for customer engagement, mission liaison services, project and portfolio management, and program support functions. This position supports hybrid work arrangements. Candidates must reside in or be willing to relocate to our local market (MD, DE, VA, PA, DC, or WV). U.S. Citizenship or Permanent Residency required; ITAR clearance required. The annual salary range for this title is $155,000 - $180,000. The posted salary range represents a general guideline; however, STScI considers a number of factors when determining base salary offers, such as internal pay equity, the scope and responsibilities of the position, the candidate's experience, education, and skill, and current market conditions.

Requirements

Bachelor's degree in Information Systems, Computer Science, Business, or a related field, plus 10+ years of progressively responsible technical, operational, or leadership experience; or an equivalent combination of education and 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 is required.
Strong knowledge of IT Service Management (ITSM) and ITIL practices.
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 leading teams, managing resources, balancing priorities, and supporting employee development.
U.S. Citizenship or Permanent Residency required; ITAR clearance required.

Nice To Haves

PMP certification or other project, program, or portfolio management certifications preferred.
related certifications preferred.

Responsibilities

Lead staff responsible for understanding, anticipating, and responding to customer and mission needs.
Build and maintain strong relationships across STScI, fostering trust, transparency, responsiveness, and a customer-focused culture.
Facilitate effective communication of requirements, priorities, timelines, risks, and dependencies between ITSD and stakeholders.
Represent ITSD in mission planning activities, technical reviews, and cross-functional working groups.
Provide leadership and direction to a team of mission liaisons, program support specialists, and project and portfolio managers.
Ensure IT services, capabilities, and priorities align with mission and organizational objectives.
Promote the adoption and continuous improvement of project, program, portfolio, and IT service management practices.
Partner with Service Desk, infrastructure, cloud, and other technical teams to ensure effective service delivery.
Support portfolio governance, operational processes, reporting, and organizational adoption.
Contribute to ITSD strategy, service development, and operational planning as a member of the management team.
Manage staffing, resource allocation, and workload balancing across the team.
Identify and implement process improvements while promoting accountability and results.
Foster employee engagement through coaching, mentoring, professional development, and continuous learning.