Lead, Mission Support Operations

Orbis is seeking a support-oriented Lead to run the Mission Support Desk. This team is the first line of defense for support across Orbis. It operates as an internal IT helpdesk that fields employee and operational needs, and it supports external clients running Orbis Products and Services. Agentic AI is central to how this desk evolves and executes, and you know how those capabilities are integrated and operated across every part of the support function.

This is fundamentally a people-leadership role with real operational implementation expectations. You report to the Senior Operations Manager, who owns the big-picture design of how the system operates and determines which information exports and metrics matter most. Your job is to turn that direction into working reality: the infrastructure, processes, and playbooks that let the desk scale across internal and external demand, the reporting outputs that give leadership and the team what they need, and the people who run it day to day.

Roughly 30% of your time is people management, process design, planning, and cross-program coordination. The other 70% is hands-on technical work that you design, oversee, and implement as needed, not just supervise. You lead the team that writes the integrations, wires up the agentic AI workflows, debugs what breaks, and produces the reporting outputs the Senior Operations Manager needs, stepping hands-on where it counts.

This is not a full-time engineering role, but it is a technical one. You are expected to be capable of the systems and code the desk runs on so you can guide the team and jump in when needed. You are accountable for a team that performs, for systems that produce what leadership and the team need on schedule, and for a desk that can actually resolve issues, whether that is an employee who cannot get their tools working, an internal system that is down, or a client whose Orbis Products and Services are not behaving the way they should.

Own the desk's delivery. Be accountable for the full output of the Mission Support Desk: response quality, turnaround time, and the accuracy of AI-assisted outputs. The desk's performance is your performance.

Execute the operational vision. The Senior Operations Manager sets the big picture direction for how the desk operates and which information matters. You own turning that direction into working reality: systems, workflows, and team practices that deliver it day to day.

Manage and develop the team
. Lead a team of support specialists: identify skill gaps, give direct performance feedback, and build pathways for growth as tool evolves. The people you develop are the capability you leave behind.

Build the operating infrastructure. Author and continuously improve the standard operating procedures, escalation runbooks, and quality checkpoints that govern how the desk runs. Nothing should live only in someone's head.

Direct the technical systems the desk depends on. Oversee the configuration and reliability of the automated and agentic workflows in production, including triage, data retrieval, summarization, reporting, and escalation routing. You do not need to build every integration yourself, but you need enough command of APIs and system architecture to direct the work, evaluate it, and troubleshoot when it breaks.

Integrate across Orbis products. Work with Catalyst, Pulse, and Discovery so the desk can access and act on the data it needs to resolve requests quickly and accurately.

Set the quality bar. Define what "good" looks like for support output: accuracy standards, human review checkpoints, escalation criteria, and documentation requirements. Hold the team and the systems to it.

Deliver the reporting outputs leadership and the team need. Track the metrics that matter resolution rate, escalation rate, output accuracy, response time, and employee satisfaction. Turn the Senior Operations Manager's requirements into structured, recurring reports and data exports for leadership and the team. The Senior Operations Manager sets what matters; you own building it, keeping it current, and delivering it in a usable form without needing to be told twice.

Identify and close capability gaps. Recognize when a support need is not served by existing tooling, scope the gap clearly, and work with engineering or product teams to close it.

Coordinate across programs. Serve as the operational point of contact for program teams consuming support desk services. Translate their requirements into workflow and staffing changes without disrupting active operations.

Stay current. Track developments in agentic AI tooling and enterprise automation platforms. Assess what is worth adopting, at what pace, and for which use cases, and make those calls with confidence.

• 5+ years of professional experience in operations, technical program management, or managed services, including direct people management
• Proven ability to manage a team and be accountable for its collective…