Operations Manager

Responsibilities

Lead daily IT O&M execution across the contract, ensuring service performance, issue resolution, staffing coverage, and SLA compliance remain aligned with TSA mission needs.

Serve as the senior operational point of contact for service performance, customer engagement, internal coordination, and issue resolution.

Coordinate operations, engineering, cybersecurity, service management, subcontractor, and vendor teams to ensure integrated delivery.

Monitor metrics, ticket trends, backlog, staffing coverage, service risks, and SLA performance to drive corrective action and continuous improvement.

Support ITIL-aligned ITSM processes, including incident, problem, change, request, configuration, knowledge, reporting, and continual service improvement.

Support 24x7x365 operations through leadership coverage, escalation discipline, shift coordination, and rapid response to mission‑impacting events.

Coordinate cybersecurity‑driven operational support, including vulnerability remediation, ATO sustainment, continuous monitoring, RMF support, and compliance tracking.

Support staffing, workforce planning, risk management, customer briefings, QBR inputs, performance reporting, and modernization initiatives.

Qualifications

Ability to obtain and maintain DHS suitability and any required clearances.

Bachelor’s degree in information technology, Computer Science, Engineering, Business, or a related field.

10+ years supporting federal IT programs, including large‑scale IT O&M environments.

5+ years in a senior operations, service delivery, or IT leadership role.

Experience leading multidisciplinary teams in mission‑critical IT environments.

Experience managing IT O&M, ITIL‑based service management, SLA performance, operational reporting, and customer communication.

Experience with ITSM platforms, preferably ServiceNow.

Strong communication skills with experience supporting executive reporting, customer briefings, and performance reviews.

Preferred Qualifications

TSA or DHS experience.

Master’s degree in information technology, Computer Science, Engineering, Business, or a related field.

PMP, ITIL v4, Agile/Scrum, HDI, or related certifications.

Experience with 24x7x365 operations, NOCs, service desks, cybersecurity operations, cloud O&M, automation, DevSecOps, Zero Trust, or federal compliance requirements.

Job ID

2026-23315

Work Type

Hybrid

Pay Range

$154,000 - $194,000

Benefits

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full‑time and part‑time employees.

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