Operations Manager II

Responsible for overseeing day-to-day service delivery, sustainment operations, and multi-tier help desk support for the FTM Support Program and associated Fleet Management and Planning System (FLTMPS) capabilities. Ensure consistent operational performance across Tier 0–3 support functions, adherence to SLAs/OLAs, and alignment with Navy enterprise service management standards. Coordinate incident resolution, service improvement activities, documentation updates, and operational reporting while supporting Government stakeholders, technical teams, and end users across CONUS-based Fleet units.

Contribute to continuity planning, operational readiness, and disciplined execution of operational processes in accordance with program requirements.

· Oversee and coordinate a fully integrated help desk operation providing Tier 0 (self-service/knowledge base), Tier 1 (initial support), Tier 2 (technical resolution), and Tier 3 (specialized engineering support) services for FTM/FLTMPS end users.

· Manage intake, triage, escalation, and resolution processes, ensuring that user issues, service requests, and incidents are handled efficiently and in alignment with established SLAs and OLAs.

· Ensure the creation, maintenance, and accessibility of Tier 0 knowledge base articles, FAQs, self-help resources, and troubleshooting guides.

· Monitor incident trends to identify systemic issues, process gaps, recurring defects, and areas requiring technical or procedural enhancement.

· Coordinate directly with software engineering, cybersecurity, database, and systems administration teams for Tier 2/3 escalations requiring deeper technical investigation.

· Oversee daily operations across multiple enclaves and environments, ensuring stable system availability, compliance, and readiness for FTM/FLTMPS mission execution.

· Implement and enforce operational SOPs aligned with Navy enterprise practices, ensuring consistency in incident handling, change management, configuration management, and problem management.

· Ensure SLAs/OLAs are met or exceeded, providing corrective action plans when targets are not achieved.

· Support service continuity planning, including backup/restore workflows, failover procedures, outage communication, and risk mitigation activities.

· Coordinate routine operational meetings, stakeholder syncs, and internal reviews focused on system health, performance, and mission readiness.

· Perform quality checks on resolved tickets, user communications, and operational deliverables to ensure accuracy, completeness, and compliance.

· Identify opportunities to improve service desk workflows, knowledge base content, ticketing accuracy, and incident handling efficiency.

· Recommend operational improvements that enhance user experience and system reliability, including automation opportunities within the service desk environment.

· Collaborate with technical teams to ensure defects, outages, and user-impacting issues are resolved quickly and documented appropriately.

· Interface with Government stakeholders, including COR, TPOCs, and Fleet users, providing updates on incident status, service performance, risks, and operational metrics.

· Produce executive-level operational briefs, status summaries, dashboards, and incident trend reports.

· Participate in recurring weekly and monthly Government status reporting activities, providing data-driven insights and operational analysis.

· Maintain regular and punctual attendance.

· Perform other duties as assigned.

· Work closely with the Program Manager to ensure operational tasks, resource allocations, and priorities align with the overall period of performance and mission requirements.

· Support contract…