SITEC - Operations Manager - Camp. H. M. Smith, HI

Program Overview

Peraton provides USSOCOM, its Component Commands, Theater Special Operations Commands (TSOCs), deployed forces, CIO/J6, and end-users with high-quality IT platform and network services over an eight-year period.

About The Role

Peraton requires Operations Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at Camp H. M. Smith.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The Operations Manager will lead a combined team of technicians who are collectively focused on delivering services directly to end users, and who share a common goal of providing a high-quality customer experience in support of the SOCPAC. The Operations Manager will synchronize the efforts of NetOps, Campus networks, and Unified Communications workforce, spanning users and devices across the SIE’s various classifications of network. The Operations Manager will be given broad latitude to develop strategies that maximize the workforce’s potential, while ensuring customer expectations are met and exceeded. This role will mentor and guide a broad team of technical specialists, perform as the immediate supervisor, and provide the SOCPAC customer a touchpoint into end user needs and demands throughout the duty day. Finally, the Operations Manager will engage with the current operations team to collectively ensure SLA-defined performance measurements are met, by rapidly solving problems and fulfilling approved customer service requests.

Duties include, but are not limited to:

• Managing and overseeing daily operations across the assigned teams
• Managing resources and workforce across daily operations as well as participation in customer-sponsored projects as required
• Ensuring Service Requests are assigned and resolved or fulfilled based on their assigned priority and SLA
• Providing coordination between the assigned teams and escalated work centers to ensure collaborative problem-solving
• Recommending training and professional development for team members
• Developing and implementing a cross-training program to improve depth in each functional area assigned
• Developing strong working relationships with senior leader end-users across the organization, and assist in communicating their requirements to the J6
• Developing and continuously improving a catalog of Standard Operating Procedures covering common tasks, ensuring the workforce maximizes its use
• Reallocating resources to address changing needs and surges in effort, to include providing support to project efforts
• Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve
• Advocating for and lead Continuous Improvement in all facets of Customer Support activities, including processes, evolving technologies, standards, and communication

Qualifications

Required Qualifications:

• Minimum of 10 years experience
• DoD TS/SCI clearance is required for this role
• DoD 8570.01-M IAT II certification
• Documented experience in Service Desk and Current Operations
• Experience managing teams of up to 15 employees of a broad technical skillset
• Experience supporting VIP users and senior leaders with demanding expectations
• Broad technical experience including Windows, Active Directory, Cisco, Unified Communications, enabling the candidate to effectively coach problem-solving within the team
• Proven experience with development of standardized operational procedure documentation

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.