Product Support Manager

Overview MTSI is searching for a Senior Project Management /Enterprise Operations and Help Desk professional to support development of first-of-kind space vehicles and missions. This handpicked candidate must possess technical expertise and experience with developing, designing, building, and integrating space hardware and software. In this position, you will provide System Engineering Technical Assistance (SETA) to the Space Rapid Capabilities Office (RCO). The Space RCO program office, located at Kirtland AFB, NM, is a small, streamlined organization with dedicated, organic acquisition support functions: contracting, financial management, human resources, security, program management and technical engineering support that are critical in enabling the rapid response required for classified space programs. The mission is to develop and deliver operationally dominant space capabilities at the speed of warfighting relevance in response to Commander, U.S. Space Command requirements. A successful candidate should be a leader and problem solver with a proven ability to deliver superior results as part of a high performing team in a high-profile, fast-paced environment. PM&AS/Enterprise Operation & Help Desk Principal Duty You will work in a small, highly empowered team where every team member is directly responsible for the success of the program. Engineering responsibilities span technology domains including space rated hardware, software, sensors, and processors in an extremely fast-paced, responsive development environment. This SETA candidate will directly assist the Government Program Manager (PM) in managing, monitoring, and evaluating the execution of a prime contractor responsible for enterprise-wide Tier 0/1 help desk operations. In this role, you serve as the PM’s trusted technical agent, ensuring contractor performance aligns with contractual service level agreements (SLAs), operational metrics, and agency technical standards. The operational scope covers front-line support across modern cloud infrastructure, platforms, antenna and satellite network distribution, core Network Operations Center (NOC) environments, and identity/account management workflows. SETA Role And Responsibilities Serves as program advisory lead for extremely time critical technical projects, test projects, or tasks requiring appropriate level technical expertiseLeverages operations experience to assist SpRCO program offices in developing and fielding space systemsAct as an operational bridge between the help desk contractor, Tier 2/3 engineering teams, external mission partners, and customer end-usersTrack, validate, and report on contractor performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)—including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), ticket backlog, and abandonment ratesIdentify technical risks, operational bottlenecks, and service delivery failures; draft corrective action recommendations and risk mitigation strategiesAssists acquisition planning, market research, and drafting technical requirements and documentsCoordinates with internal and external stakeholders to verify program needs and identified to meet project goalsHelps the government assess the technical sufficiency, cost, quality, and timely delivery of program deliverablesConfers with engineers to provide technical advice and to assist with problem resolution as neededSupports management and execution of programs consisting of multiple projects--ensures overall program is properly coordinated and efficiently accomplished with the best available resourcesAids in the development of a Monthly Status Report on all support efforts including updates in status and performance, major activities, challenges and opportunities, deliverables, and subcontractor performanceDrafts, reviews, and edits final program reports, documents, and briefingsSupports acquisition planning and development of documents required for systems acquisition.Coordinates with external agencies to include operational units, higher headquarters, Combatant Command (COCOM) staffs, other acquisition activities, and research and development functions.Coordination will include producing, tracking, coordinating all agreements and documentation necessary for SpRCO systems to transition seamlessly into a framework for organizing, training, and equipping the United States Space ForceSupports and advises acquisition and program management functions, advises government management on design challenges, delivery and integration, and supports system program reviewsWork on high-visibility or mission critical aspects of a given program and perform all functional duties independentlyOversee the efforts of less senior staff and/or be responsible for the efforts of all staff assigned to a specific jobTranslate complex ideas and data into simple, actionable recommendations or easily differentiated courses of actionCommunicate clearly, concisely, and with technical accuracy—oral and written Qualifications Required skills: Minimum ten (10) years DoD/IC, or relevant industry work experienceProven experience and/or qualifications in development and fielding satellite systemsUnderstanding of operational environment, working with USSF Combat Forces Command and corresponding mission user needsExperience with Electronic warfare principles and operationsExperience fielding systems to user communitiesKnowledge of space system engineering, development, and manufacturingExperience in DoD program management including program development and transitionExperience with Integrated Master Schedules, and risk managementExperience with Statements of Work (SOW) and Performance Work Statements (PWS)Strong working knowledge of IT Service Management (ITSM) frameworks (ITIL), enterprise ticketing platforms (e.g., ServiceNow, Remedy, Jira Service Management), and Tier 0/1 escalation tieringCloud infrastructure/platform support basics (AWS, Azure, or hybrid enterprise environments)Network operations concepts and satellite/antenna ground network support interfacesIdentity, Credential, and Access Management (ICAM/IAM) processes and directory services (Active Directory, Okta, etc.) Desired Skills 5+ years of relevant DoD and/or Industry work experience with SAP and/or SCISystem Engineering Technical Assistance (SETA) to Government program officeExperience with rapid prototypingExperience with integrated air, space and cyberspace capabilitiesExperience developing, deploying, and maintaining ground mission planning architecture and softwareExperience with ACAT I/II level acquisition programsExperience using multivariable optimization in mission planning software systemsExperience in planning and executing test campaigns for space systemsFluency with IC organizationsITIL v3/v4 Foundation (or higher)CompTIA Security+ or equivalent DoD 8570/8140 baseline certificationAssociate-level Cloud Certification (e.g., AWS Certified Cloud Practitioner / Solutions Architect, Microsoft Azure Fundamentals Education Desired Requirements Systems Engineering/IT/Computer Science degree from a program accredited by the Accreditation Board for Engineering and Technology (ABET) or possess a Professional Engineering licenseMA/MS/ME degree Clearance Active TOP SECRET clearance with sensitive compartmentalized information (SCI) and special access program (SAP) eligibility (no less than 2 years total SAP and/or SCI environment experience, with 1-year total within last 5 years) and willingness to submit to a Counter-Intelligence polygraph Candidate must maintain a TS/SCI clearance as a condition of employment Location/Travel Requirements: Full-time, on site in vicinity of Colorado Springs, CO, and will require travel up to 30% of time within the continental United States The pay range for this position in Colorado is $160,000/year to $190,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via MTSI’s internal or external careers site. #MTSI