Product Support Manager

Modern Technology Solutions Inc•Colorado Springs, CO

5d•$160,000 - $190,000•Onsite

About The Position

MTSI is searching for a Senior Project Management /Enterprise Operations and Help Desk professional to support development of first-of-kind space vehicles and missions. This handpicked candidate must possess technical expertise and experience with developing, designing, building, and integrating space hardware and software. In this position, you will provide System Engineering Technical Assistance (SETA) to the Space Rapid Capabilities Office (RCO). The Space RCO program office, located at Kirtland AFB, NM, is a small, streamlined organization with dedicated, organic acquisition support functions: contracting, financial management, human resources, security, program management and technical engineering support that are critical in enabling the rapid response required for classified space programs. The mission is to develop and deliver operationally dominant space capabilities at the speed of warfighting relevance in response to Commander, U.S. Space Command requirements. A successful candidate should be a leader and problem solver with a proven ability to deliver superior results as part of a high performing team in a high-profile, fast-paced environment. 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.

Requirements

Minimum ten (10) years DoD/IC, or relevant industry work experience
Proven experience and/or qualifications in development and fielding satellite systems
Understanding of operational environment, working with USSF Combat Forces Command and corresponding mission user needs
Experience with Electronic warfare principles and operations
Experience fielding systems to user communities
Knowledge of space system engineering, development, and manufacturing
Experience in DoD program management including program development and transition
Experience with Integrated Master Schedules, and risk management
Experience 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 tiering
Cloud infrastructure/platform support basics (AWS, Azure, or hybrid enterprise environments)
Network operations concepts and satellite/antenna ground network support interfaces
Identity, Credential, and Access Management (ICAM/IAM) processes and directory services (Active Directory, Okta, etc.)

Nice To Haves

5+ years of relevant DoD and/or Industry work experience with SAP and/or SCI
System Engineering Technical Assistance (SETA) to Government program office
Experience with rapid prototyping
Experience with integrated air, space and cyberspace capabilities
Experience developing, deploying, and maintaining ground mission planning architecture and software
Experience with ACAT I/II level acquisition programs
Experience using multivariable optimization in mission planning software systems
Experience in planning and executing test campaigns for space systems
Fluency with IC organizations
ITIL v3/v4 Foundation (or higher)
CompTIA Security+ or equivalent DoD 8570/8140 baseline certification
Associate-level Cloud Certification (e.g., AWS Certified Cloud Practitioner / Solutions Architect, Microsoft Azure Fundamentals

Responsibilities

Serves as program advisory lead for extremely time critical technical projects, test projects, or tasks requiring appropriate level technical expertise
Leverages operations experience to assist SpRCO program offices in developing and fielding space systems
Act as an operational bridge between the help desk contractor, Tier 2/3 engineering teams, external mission partners, and customer end-users
Track, 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 rates
Identify technical risks, operational bottlenecks, and service delivery failures; draft corrective action recommendations and risk mitigation strategies
Assists acquisition planning, market research, and drafting technical requirements and documents
Coordinates with internal and external stakeholders to verify program needs and identified to meet project goals
Helps the government assess the technical sufficiency, cost, quality, and timely delivery of program deliverables
Confers with engineers to provide technical advice and to assist with problem resolution as needed
Supports management and execution of programs consisting of multiple projects--ensures overall program is properly coordinated and efficiently accomplished with the best available resources
Aids 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 performance
Drafts, reviews, and edits final program reports, documents, and briefings
Supports acquisition planning and development of documents required for systems acquisition.
Coordinates with external agencies to include operational units, higher headquarters, Combatant Command (COCOM) staffs, other acquisition activities, and research and development functions.
Coordination will include producing, tracking, coordinating all agreements and documentation necessary for SpRCO systems to transition seamlessly into a framework for organizing, training, and equipping the United States Space Force
Supports and advises acquisition and program management functions, advises government management on design challenges, delivery and integration, and supports system program reviews
Work on high-visibility or mission critical aspects of a given program and perform all functional duties independently
Oversee the efforts of less senior staff and/or be responsible for the efforts of all staff assigned to a specific job
Translate complex ideas and data into simple, actionable recommendations or easily differentiated courses of action
Communicate clearly, concisely, and with technical accuracy—oral and written