Task Order Lead

Responsibilities

• Provide direct leadership, direction, and performance oversight to the three functional supervisors responsible for execution of the Task Order's operational mission areas.
• Maintain overall accountability for quality, timeliness, customer service, and successful execution of all PWS requirements, including Service Desk, workspace deployment and disposition, multimedia and printer support, desktop support, and other activated task-order requirements.
• Serve as the primary contractor interface with the COR, Government Task Managers (GTMs), Government leadership, and other designated customer representatives for task order performance, operational priorities, customer requirements, and emerging issues.
• Translate Government priorities and customer requirements into executable work for the functional supervisors; establish priorities, delegate responsibilities, balance workloads, and coordinate resources across teams.
• Monitor task-order performance against established service-level agreements and QASP performance objectives, identify negative performance trends or potential compliance issues, and direct supervisors in implementing corrective actions before performance is adversely affected.
• Ensure timely escalation of mission-critical, customer-impacting, security-related, staffing, schedule, and performance issues to appropriate contractor and Government leadership.
• Lead coordination of activities that cross functional-team boundaries, ensuring requirements are assigned to the appropriate organization and that dependencies between Service Desk, desktop/workspace, multimedia, printer, and other support functions are effectively managed.
• Ensure supervisors maintain effective ticket management, workload accountability, customer communication, equipment accountability, preventive maintenance, system-change coordination, and operational reporting within their respective mission areas.
• Review operational metrics, ticket queues, service-level performance, customer concerns, staffing levels, workload distribution, and recurring issues to identify trends and implement process improvements.
• Ensure supervisors maintain and enforce current Standard Operating Procedures (SOPs), knowledge-management documentation, operational processes, and other required task-order documentation.
• Cookstaffing requirements across the Task Order, including workforce allocation, coverage, employee development, cross-training, succession planning, and identification of staffing risks that could affect mission execution.
• Possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.

Qualifications

• Minimum of 5 years of progressively responsible experience in IT operations, service delivery, program/project management, or related technical operations, including significant experience leading multidisciplinary IT teams.
• Strong knowledge of IT service management, incident and service-request management, operational performance metrics, configuration/change management, lifecycle support, and customer-service operations.
• Demonstrated ability to analyze operational performance, identify risks and negative trends, develop corrective actions, prioritize resources, and drive results through subordinate leaders.
• Proven ability to communicate effectively with senior Government, military, technical, and contractor leadership and to translate strategic priorities into executable operational actions.
• Demonstrated ability to balance, prioritize, and organize multiple concurrent requirements while maintaining accountability for schedule, quality, workforce, and customer outcomes.
• Strong written and verbal communication skills with demonstrated experience developing executive-level status reports, performance reports, briefings, and operational updates.
• Possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.
• Active TS/SCI.

Benefits

• Comprehensive benefits program, including medical, dental, vision, life insurance, 401(k).
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Company Description

Work Where it Matters Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions. As an AGT employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.