Director of Operations Support

Parsons Corporation•Centreville, VA

12d

About The Position

We are seeking an experienced and dynamic Director of Operations Support to design, acquire, implement, and manage the systems, processes, and personnel required to provide direct operational support to customers. This role will oversee the establishment of a Tier-1 24x7 classified help desk/call center, ticket and work order tracking systems, remote troubleshooting procedures, escalation protocols, and deployment of Tier-2 support teams to classified customer sites. The Director of Operations Support will also coordinate Tier-3 support with development and partner teams, and repair/RMA support with the manufacturing team. This position requires expertise in classified environments, customer service operations, and managing cleared personnel.

Requirements

Minimum of 10 years of experience in operations support leadership roles, preferably in high-security or defense-related industries.
Bachelor’s degree in engineering or related field; will accept an additional years of relevant experience in lieu of a degree.
Proven experience establishing and managing Tier-1 and Tier-2 customer support operations, including help desks, ticketing systems, and escalation procedures.
Expertise in classified environments, including knowledge of security protocols, classified spaces, and managing cleared personnel.
Strong understanding of troubleshooting methodologies, remote support procedures, and escalation workflows.
Experience coordinating Tier-3 support with development and partner teams, as well as repair/RMA processes with manufacturing teams.
Exceptional organizational and project management skills, with the ability to manage complex timelines, budgets, and deliverables.
Leadership experience, including recruiting, training, and managing teams in high-security environments.
Excellent communication skills, with the ability to collaborate effectively across internal teams, external partners, and customers.
Requires active DoD Secret security clearance

Nice To Haves

MS degree preferred.
Top Secret clearance preferred.
Experience working with government agencies or defense contractors.
Knowledge of regulatory requirements for classified environments (e.g., NISPOM).
Familiarity with cybersecurity standards and practices.
Experience implementing IT service management (ITSM) frameworks such as ITIL.
Advanced degree in operations management, information technology, or a related field.
Experience with help desk software, ticketing systems, and remote troubleshooting tools.
Understanding of encryption technologies and secure communications systems.

Responsibilities

Support Operations Design: Develop and implement systems, processes, and personnel structures to provide direct operational support to customers.
Tier-1 Support: Establish and manage a 24x7 classified help desk/call center, including ticketing systems, remote troubleshooting procedures, and escalation protocols.
Tier-2 Support: Build and manage teams of cleared personnel capable of temporary deployment to classified customer sites for system deployment and troubleshooting.
Tier-3 Coordination: Collaborate with development and partner teams to resolve complex technical issues requiring advanced expertise.
Repair/RMA Coordination: Work closely with the manufacturing team to ensure efficient repair and return processes for defective or damaged products.
Customer Interaction: Serve as the primary point of contact for operational support, ensuring timely and effective resolution of customer issues.
Security Compliance: Ensure all support operations adhere to stringent security standards, including classified workspaces and personnel clearances.
Team Leadership: Recruit, train, and manage a team of cleared personnel to execute support operations with the highest levels of security and professionalism.
Process Optimization: Identify opportunities to improve support workflows, reduce response times, and enhance customer satisfaction.
Collaboration: Work closely with engineering, manufacturing, and external partners to ensure seamless integration of support processes.
Reporting and Metrics: Develop and maintain reporting systems to track support performance, customer satisfaction, and operational efficiency.
Budget and Timeline Management: Manage budgets, schedules, and resources to meet project milestones and deliverables.