Operations Manager

Operations Manager

Akima is seeking an Operations Manager to support the TSA TOMCAT program, providing enterprise IT Operations & Maintenance, service management, cybersecurity coordination, and modernization support. The Operations Manager will serve as the senior operational leader for daily execution, ensuring service performance, workforce coordination, issue resolution, and mission support align with contract requirements and TSA priorities.

This role requires experience leading large-scale federal IT O&M programs, coordinating multidisciplinary teams, supporting executive customer engagement, and driving disciplined execution in a DHS or similarly regulated environment.

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.

Company Description: Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.