SITEC - SOCAFRICA Operations Manager - Stuttgart, Germany

Peraton requires Operations Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at Stuttgart, Germany (SOCAFRICA) and requires TESA approval.

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 (SR) will lead a combined team of technicians who are collectively focused on delivering services directly to end users, and who share a common goal of providing a high-quality customer experience in support of the SOCAFRICA J6.  The Operations Manager will synchronize the efforts of a Client Services (Desktop), Account Management, Mobile Device, and Unified Communications workforce, spanning users and devices across the SIE’s various classifications of network.  The Operations Manager will be given broad latitude to develop strategies that maximize the workforce’s potential, while ensuring customer expectations are met and exceeded.  This role will mentor and guide a broad team of technical specialists, perform as the immediate supervisor, and provide the SOCAFRICA customer a touchpoint into end user needs and demands throughout the duty day.  Finally, the Operations Manager will engage with the Incident, Change, and Asset Managers to collectively ensure SLA-defined performance measurements are met, by rapidly solving problems and fulfilling approved customer service requests.

Duties include, but are not limited to: 

• Managing and overseeing daily operations across the assigned teams
• 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
• Recommending training and professional development for team members
• Developing and implementing a cross-training program to improve depth in each functional area assigned
• Developing strong working relationships with senior leader end-users across the organization, and assist in communicating their requirements to the J6
• Developing and continuously improving a catalog of Standard Operating Procedures covering common tasks, ensuring the workforce maximizes its use
• Reallocating resources to address changing needs and surges in effort, to include providing support to project efforts
• Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve
• Collaborating with the Asset Manager to effectively manage consumables that enable rapid service restoration and Service Request fulfillment
• Advocating for and lead Continuous Improvement in all facets of Customer Support activities, including processes, evolving technologies, standards, and communication

Required Qualifications:

• Minimum of 10 years with any degree to meet TESA requirements
• 11 years of relevant experience will be considered in lieu of formal education to meet TESA requirements
• Certifications: PMI Project Management Professional (PMP) OR Project Management Institute (PMI) Program Management Professional (PgMP) OR AAPM Master Project Manager (MPM); ITIL Foundations
• DoD TS/SCI clearance is required for this role
• DoD 8570.01-M IAT II certification
• Documented experience in Service Desk, Incident Management, and Customer Support operations
• Experience managing teams of up to 15 employees of a broad technical skillset
• Experience supporting VIP users and senior leaders with demanding expectations
• Broad technical experience including Windows, Active Directory, Cisco, and SharePoint environments, enabling the candidate to effectively coach problem-solving within the team
• Experience with BMC Remedy ITSRM required; ServiceNow preferred
• Experience with end user hardware maintenance support models (Dell TechDirect, etc), and leveraging warranty/RMA processes to maximize warranty coverages
• Proven experience with development of standardized operational procedure documentation

Desired Qualifications:

• ITIL 4 Managing Professional
• Microsoft Windows MCA/Associate Level Certifications

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.