Support Operations Lead
About The Position
ARS is looking for a Support Operations Lead. The Support Operations Lead manages and improves a multi-tier technical support team delivering mission-critical solutions. The role drives service quality, support strategy, and daily operations. The Support Operations Lead is responsible for overseeing and evolving a multi-tiered technical support organization (Tier 1–4) supporting mission-critical customer solutions. This role ensures high-quality service delivery, establishes long-term support strategies, drives operational excellence, and manages daily performance across the support team. The ideal candidate has strong experience running support operations within Defense/DoW environments, preferably USAF, and has hands-on expertise supporting solutions hosted in the cloud.
Requirements
- Must be a US citizen
- Active Secret clearance
- High School diploma
- Strong organizational, communication, and multi-tasking skills
- Demonstrated experience managing or leading support operations teams within Defense/DoW environments; USAF experience strongly preferred.
- Proven history overseeing multi-tier technical support structures (Tier 1–4).
- 3+ years experience supporting and troubleshooting customer solutions hosted on Azure cloud (e.g., Azure VMs, networking, identity, monitoring, logging).
- Strong understanding of incident management, problem management, escalation procedures, and ITIL-aligned practices.
- Excellent leadership, communication, and organizational skills.
- Ability to operate effectively in fast-paced, mission-centric environments.
- Experience interacting with government stakeholders and contract requirements.
- Certifications: ITIL Foundation, Azure (AZ-900) or willing to obtain within 12 months of hire
Nice To Haves
- Experience working within a government contractor organization.
- Knowledge of Azure and/or Azure GovCloud, DISA STIGs, and RMF.
- Familiarity with DevSecOps practices and modern support tooling ecosystems.
Responsibilities
- Lead, manage, and mentor a multi-tiered support team (Tier 1–4), ensuring timely and effective resolution of incidents, service requests, and escalations.
- Develop and implement long-term support strategies, processes, and frameworks to improve reliability, scalability, and customer satisfaction.
- Own the performance, accountability, and operational maturity of the support organization.
- Establish metrics, KPIs, and reporting mechanisms to measure efficiency, responsiveness, and quality of support outcomes.
- Partner with engineering, product, and program teams to drive root-cause analysis, continuous improvement, and proactive support initiatives.
- Oversee escalation procedures and ensure the team is equipped to resolve complex technical issues, particularly those involving Azure-hosted services.
- Ensure compliance with DoW and USAF standards, security requirements, and support expectations.
- Contribute to workforce planning, training programs, and professional development to build a high-performance operations team.
- Guide optimization of support tooling, knowledge bases, workflows, and operational documentation.
- Serve as a primary point of accountability for support performance to internal stakeholders, external partners, and government customers.
- Other duties as assigned
Benefits
- industry competitive benefits package
- awards and recognition program
- personalized attention from ARS Senior Managers
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
