SOCAFRICA Operations Manager - Camp Lemonnier, Djibouti

Peraton

15h•Onsite

About The Position

Peraton requires Operations Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at Camp Lemonnier, Djibouti (SOCAFRICA) and requires candidate to attend and clear CONUS Replacement Center (CRC). The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365. The Operations Manager is responsible for leading a multidisciplinary team of technicians to provide high-quality IT services for SOCAFRICA J6. In this capacity, the manager serves as the direct supervisor, offering mentorship and guidance to technical specialists to ensure an exceptional customer experience. A key part of the role is to act as a liaison to SOCAFRICA J6, providing insights into the daily requirements and needs of deployed units while synchronizing efforts across diverse technical areas, including End User Services, Account Management, Mobile Devices, Unified Communications, Network Infrastructure, and COMSEC. With significant autonomy, the Operations Manager develops strategies to optimize workforce performance and exceed customer expectations. This position directly handles Project, Asset, Configuration, and Requirements Management in coordination with relevant functional managers at the SOCAFRICA HQ to ensure alignment between daily operations and long-term goals in a dynamic environment. The manager also collaborates with Incident and Change Managers to meet SLA performance metrics by ensuring the swift resolution of issues and fulfillment of service requests. The ideal candidate will possess broad technical expertise across multiple IT domains, strong leadership skills, a proven ability to drive operational improvement, and outstanding customer service acumen.

Requirements

Minimum of 10 years of experience in roles of increasing responsibility
DoD TS/SCI clearance is required for this role
Documented supervisory experience at the team level (5 employees) or larger, with responsibilities that include Customer Support, Operations Management, or Service Desk Management
Experience supporting VIP users and senior leaders with demanding expectations
General technical experience including Windows, Active Directory, Cisco, and SharePoint environments, enabling the candidate to effectively coach problem-solving within the team
Experience with end user hardware maintenance support models (Dell TechDirect, etc), and leveraging warranty/RMA processes to maximize warranty coverage
Proven experience with development of standardized operational procedure documentation

Nice To Haves

Prior experience supporting an enterprise level IT contract in a DoD organization
ITIL 4 Managing Professional OR Project+ OR Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) certifications
ITIL 4 Foundations
Microsoft Windows MCA/Associate Level certifications
Background and certifications related to systems or network engineering

Responsibilities

Managing and overseeing daily operations across the assigned team, including management, accountability, performance, and quality
Managing resources and workforce across daily operations as well as participation in customer-sponsored projects as required
Ensuring Service Requests are assigned and resolved or fulfilled based on their assigned priority and SLA
Providing coordination between the assigned teams and escalated workcenters to ensure collaborative problem-solving
Reallocating resources to address changing needs and surges in effort, to include providing support to project efforts
Collaborating with the Asset Manager to effectively manage durable and consumable materials to enable rapid service restoration and aligning assets to requirements
Supporting the HQ IT asset lifecycle management program, with a focus on the assigned site and forward deployed organizations
Coordinating shipment of IT assets in and out of the assigned site, in concert with the HQ asset manager and on-site unit-level supply teams
Inspecting materials and assessing the condition of assets for re-use in concert with the HQ asset manager, preparing assets for turn-in and disposition as appropriate
Developing and implementing a cross-training program to improve depth in each functional area assigned
Developing and continuously improving a catalog of Standard Operating Procedures covering common tasks, ensuring the workforce maximizes its use
Advocating for and leading Continuous Improvement in all facets of Customer Support activities, including processes, evolving technologies, standards, and communication
Creating and maintaining documentation such as policies, procedures, workflows, and user guides to enhance team productivity and user experiences
Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve
Identifying business and technical problems and developing corrective actions or improvements, ensuring solutions are technically sound and aligned with Enterprise capabilities and practices
Analyzing customer requirements and capturing current processes, recommending process-based improvements to meet user needs
Recommending and supporting technical solutions to meet unique operational requirements, leveraging a broad array of technical capabilities, tools, and services
Serving as Project Manager to update and modernize existing systems based on changes in operational needs, policy, or organizational strategy, while recommending potential projects that align with the HQ Project Management Plan