Program Support Services Team Manager

Space Telescope Science Institute•Baltimore, MD

6d•$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 spans astronomy, engineering, education, IT, communications, and administration—working together to bring space science to the world. STScI is seeking a Program Support Services Team Manager to lead a team focused on customer engagement, mission liaison support, and technical service delivery across the Institute. This position can support hybrid work. Candidates must reside in or be willing to relocate to our local market. (MD, DE, VA, PA, DC & WV). U.S. citizenship or Permanent Residency required; ITAR clearance required.

Requirements

Bachelor’s degree in information systems, computer science, business, or a related field; 10+ years of progressive technical or leadership experience (or equivalent combination of education and experience)
Experience in customer success, account management, stakeholder engagement, or similar customer‑facing leadership roles
Experience with project, program, and portfolio management
Familiarity with DevOps tools and practices (GitLab, GitHub, CI/CD, automation) and their role in supporting software engineering teams
Strong understanding of ITSM and ITIL practices; certifications preferred
Demonstrated ability to build effective working relationships across diverse technical and mission‑focused teams
Strong communication, negotiation, and conflict‑resolution skills.
Ability to identify risks, communicate proactively, and drive mitigation strategies
Experience managing teams, balancing workloads, and supporting professional growth.
U.S. citizenship or Permanent Residency required
ITAR clearance required

Nice To Haves

Certifications in ITSM and ITIL preferred

Responsibilities

Manage staff ensuring ITSD understands and anticipates customer needs
Build strong, trust‑based relationships across STScI, promoting transparency, responsiveness, and a customer‑centric culture
Facilitate clear communication of mission requirements, timelines, risks, and dependencies between ITSD and mission teams.
Represent ITSD in mission planning sessions, technical reviews, and cross‑organizational working groups.
Oversee a team of mission liaisons, program support specialists, and DevOps engineers
Ensure IT services and capabilities align with mission needs, requirements and organizational priorities
Support the adoption and continuous improvement of ITSM and ITIL‑aligned service management practices
Collaboration with Service Desk, system administrators, cloud engineers, and other technical teams to ensure seamless service delivery
Support for program and portfolio management processes, governance, and adoption.
Provide leadership and direction for DevOps engineers responsible for tools such as GitLab, GitHub, CI/CD pipelines, and automation frameworks.
Contribute to ITSD strategic planning, service development, and operational excellence as part of the management team.
Manage staffing, workload balance, and resource allocation across the branch.
Identify opportunities for process improvement and drive accountability for achieving objectives.
Foster a culture of mentoring, professional development, and continuous learning.