Operations Manager - Entry Level EUD/Telecom Support

Position Summary

The EUD Operations Manager provides operational oversight and management of geographically dispersed support personnel responsible for NIPR and SIPR end-user device services in a mission-essential environment. The Operations Manager ensures contractor performance aligns with the Performance Work Statement (PWS), Government priorities, outage response timelines, and service level requirements while maintaining uninterrupted operational support for USAFA personnel and mission partners. The position focuses heavily on operational execution, workforce management, customer engagement, service metrics, compliance oversight, and continuous process improvement.

Key Responsibilities

• Direct and manage daily End User Device (EUD) operations supporting USAFA NIPR/SIPR environments.
• Oversee operational execution of Help Desk services, desk-side support, printer support, account provisioning, workstation imaging, lifecycle replacement activities, and VIP support services.
• Manage operational staffing, workforce scheduling, workload balancing, and shift coverage for primary and satellite Help Desk locations.
• Ensure contractor personnel maintain uninterrupted support during core business hours, after-hours operations, federal holidays, emergency events, and mission-critical activities identified within the Critical Activities List (CAL).
• Maintain operational performance metrics, outage response timelines, ticket closure rates, and customer satisfaction requirements in accordance with PWS Service Summary objectives.
• Oversee ServiceNow, CIPS, and Government Automated Information Systems (AIS) activities to ensure accurate ticket management, escalation tracking, and work order documentation.
• Coordinate and prioritize operational response activities for Priority 1, 2, and 3 outages and ensure timely restoration of services.
• Serve as the primary operational escalation point for customer service issues, mission-critical outages, VIP support requirements, and operational disruptions.
• Coordinate onboarding, training, certifications, and workforce readiness activities for contractor personnel.
• Develop and maintain operational procedures, staffing plans, standard operating procedures (SOPs), workflow processes, and continuity support plans.
• Manage operational reporting requirements, including monthly status reports, staffing metrics, outage summaries, after-action reports, and performance trend analysis.
• Coordinate with Government leadership, CORs, cybersecurity personnel, VoIP teams, and contractor management regarding operational priorities, resource requirements, and service delivery performance.
• Ensure contractor personnel comply with DoD 8140 requirements, cybersecurity directives, security procedures, and access management policies.
• Support vulnerability remediation activities, security patch compliance efforts, and operational cybersecurity coordination.
• Oversee support activities associated with special events, CORONA events, graduation support, operational standby requirements, and mission-essential communication support activities.
• Identify operational risks, resource constraints, service delivery gaps, and process improvement opportunities to improve efficiency and mission support effectiveness.
• Ensure contractor personnel maintain professional customer service standards and effective communication with supported USAFA personnel.

Required Qualifications

• Active Secret Security Clearance required.
• Bachelor’s degree in Information Technology, Business Management, Operations Management, Computer Science, or related discipline preferred.
• Minimum of 6–10 years of experience supporting enterprise IT operations, service delivery management, Help Desk operations, or End User Device support environments.
• Minimum of 3–5 years of experience managing technical operations teams or service delivery organizations.
• Experience supporting DoD, Air Force, or federal government operational support contracts preferred.
• Strong knowledge of IT operations management, Help Desk operations, workforce coordination, and service delivery performance management.
• Experience supporting NIPR/SIPR operational environments, desktop support operations, printer support, and account provisioning activities preferred.
• Experience using ServiceNow, CIPS, or similar enterprise ticketing and workflow management systems.
• Familiarity with ITIL-based operational processes and customer service management best practices.
• Strong leadership, communication, organizational, analytical, and operational planning skills.
• Ability to manage multiple operational priorities in fast-paced mission environments.

Certifications (Preferred/Required)

• CompTIA Security+ CE or equivalent DoD 8140 compliant certification required.
• Microsoft 365 or desktop support certifications required.
• ITIL Foundation certification preferred.
• PMP or operational management certification preferred.

Work Environment

The position supports a mission-essential services contract environment. It is an on-site position supporting the United States Air Force Academy (USAFA). Requires operational oversight during standard business hours and participation in after-hours/on-call operational support activities as required. May require support during federal holidays, emergency operations, special events, and mission-critical support activities.