Product Support Manager

Space Systems Integration (SSI) is a fast-growing engineering company that provides aerospace solutions to a variety of government and commercial customers. Our employees are forward-thinking, self-directed individuals who are committed to solving our customers’ technical challenges. SSI is seeking a Product Support Manager for a role in Colorado Springs, CO. 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. Role and Responsibilities include: Serves as program advisory lead for extremely time critical technical projects, test projects, or tasks requiring appropriate level technical expertiseLeverages operations experience to assist the 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 acquisitionCoordinates with external agencies to include operational units, higher headquarters, Combatant Command (COCOM) staffs, other acquisition activities, and research and development functionsCoordination will include producing, tracking, coordinating all agreements and documentation necessary for the 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 Required Qualifications: Minimum ten (10) years DoD/IC, or relevant industry work experienceProven experience and/or qualifications in development and fielding satellite systemsSystems 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 degreeUnderstanding 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.)Active TS clearance with in-scope T5/SSBI is required, along with SCI eligibility and participation in Continuous EvaluationMust meet all requirements for SCI and SAP access and be willing to undergo a polygraph examinationTravel is 30% Desired Qualifications: 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 Space Systems Integration provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. #ssi #weknowhowtobuildit #spacejobs Target salary range: $180,000 - $220,000. The estimate displayed represents the typical salary range for this position based on experience and other factors. We offer medical/dental/vision benefits and 401k contribution.