Operations Manager II

Katmai

12d•$95,000 - $105,000•Remote

About The Position

Responsible for overseeing day-to-day service delivery, sustainment operations, and multi-tier help desk support for the FTM Support Program and associated Fleet Management and Planning System (FLTMPS) capabilities. Ensure consistent operational performance across Tier 0–3 support functions, adherence to SLAs/OLAs, and alignment with Navy enterprise service management standards. Coordinate incident resolution, service improvement activities, documentation updates, and operational reporting while supporting Government stakeholders, technical teams, and end users across CONUS-based Fleet units. Contribute to continuity planning, operational readiness, and disciplined execution of operational processes in accordance with program requirements.

Requirements

BA/BS degree required.
Five (5) to eight (8) years of operational, service management, or technical support leadership within DoD, Navy enterprise IT, or similar mission environments.
Three (3) to five (5) years of DevOps engineering or infrastructure automation experience in enterprise or Government environments.
Strong working knowledge of ITIL-based service management, including incident, problem, change, and configuration management practices.
Experience leading multi-tier help desk operations or service delivery teams within complex, multi-enclave systems.
Familiarity with Navy readiness/reporting systems, enterprise support structures, and Government operational processes.
Experience contributing to SLAs/OLAs, operational metrics, and performance reporting.
Background in contract support, including CPFF/FFP environments, WBS management, and operational documentation preferred.
Active DoD Secret security clearance (generally, U.S. citizenship required).
Must obtain and maintain any necessary security access and/or background checks.

Nice To Haves

Excellent written and verbal communication skills.
Experience supporting Department of War or comparable federal agency or systems.
ITIL certification preferred (Foundation or higher).
Must comply with DoD cybersecurity, operational security, and data handling policies.

Responsibilities

Oversee and coordinate a fully integrated help desk operation providing Tier 0 (self-service/knowledge base), Tier 1 (initial support), Tier 2 (technical resolution), and Tier 3 (specialized engineering support) services for FTM/FLTMPS end users.
Manage intake, triage, escalation, and resolution processes, ensuring that user issues, service requests, and incidents are handled efficiently and in alignment with established SLAs and OLAs.
Ensure the creation, maintenance, and accessibility of Tier 0 knowledge base articles, FAQs, self-help resources, and troubleshooting guides.
Monitor incident trends to identify systemic issues, process gaps, recurring defects, and areas requiring technical or procedural enhancement.
Coordinate directly with software engineering, cybersecurity, database, and systems administration teams for Tier 2/3 escalations requiring deeper technical investigation.
Oversee daily operations across multiple enclaves and environments, ensuring stable system availability, compliance, and readiness for FTM/FLTMPS mission execution.
Implement and enforce operational SOPs aligned with Navy enterprise practices, ensuring consistency in incident handling, change management, configuration management, and problem management.
Ensure SLAs/OLAs are met or exceeded, providing corrective action plans when targets are not achieved.
Support service continuity planning, including backup/restore workflows, failover procedures, outage communication, and risk mitigation activities.
Coordinate routine operational meetings, stakeholder syncs, and internal reviews focused on system health, performance, and mission readiness.
Perform quality checks on resolved tickets, user communications, and operational deliverables to ensure accuracy, completeness, and compliance.
Identify opportunities to improve service desk workflows, knowledge base content, ticketing accuracy, and incident handling efficiency.
Recommend operational improvements that enhance user experience and system reliability, including automation opportunities within the service desk environment.
Collaborate with technical teams to ensure defects, outages, and user-impacting issues are resolved quickly and documented appropriately.
Interface with Government stakeholders, including COR, TPOCs, and Fleet users, providing updates on incident status, service performance, risks, and operational metrics.
Produce executive-level operational briefs, status summaries, dashboards, and incident trend reports.
Participate in recurring weekly and monthly Government status reporting activities, providing data-driven insights and operational analysis.
Maintain regular and punctual attendance.
Perform other duties as assigned.
Work closely with the Program Manager to ensure operational tasks, resource allocations, and priorities align with the overall period of performance and mission requirements.
Support contract deliverable preparation and operational inputs to CDRLs and internal program documentation.
Ensure operational workflows support ongoing development, cybersecurity, sustainment, and readiness activities across the broader FTM Program.
Oversee junior Systems Administrators in providing tiered service desk support.