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, Q  inputs, performance reporting, and modernization initiatives.

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

• 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, Dev Sec Ops , Zero Trust, or federal compliance requirements.

Hybrid

$154,000 - $194,000

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.