Owns day-to-day operational execution and 24/7/365 service delivery across a consolidated, multi-site DoD enterprise, including network operations, IT service desk / communications focal point, client systems support, and IT asset management. Primary owner of SLA / PPI performance at the operational level and of shift and coverage management across all supported installations.
Key Tasks & Responsibilities
- Directs daily O&M operations, incident / problem / change management (ITIL-aligned), and Network Operations Center (NOC) performance across all sites.
- Owns the communications focal point / IT service desk, client systems support, and trouble-ticket performance.
- Owns staffing schedules, shift coverage, and surge response for outages or mission-critical events.
- Tracks and reports operational metrics (SLAs, PPIs, ticket aging, Mean Time to Resolution) to the PM and Government COR.
- Manages IT asset management (ITAM), equipment control / property custodian, warehouse accountability, and software license management.
- Coordinates real-time hand-offs with the Chief Engineer on technical escalations and with cybersecurity staff on incident response.
- Leads continuity-of-operations (COOP) planning and execution across the enterprise.
- Oversees user account management, VIP services, and end-user device support.
- Ensures operational compliance with security requirements and supports classified incident handling.
- Manages Local Registration Authority (LRA) and related access-administration functions, including support to geographically separated units.
Education & Experience
- Bachelor's degree preferred (equivalent experience considered).
- 8-10 years in IT / network operations management, including 5+ years in a lead / chief operations role on a DoD or comparable large-scale O&M contract.
- Experience managing multi-site 24/7 operations and service desk functions of comparable scale.
- USSF/USAF or DoD space / Command and Control (C2) mission environment experience preferred.
Certifications
- ITIL certification required.
- DoD 8140/8570-aligned IAT Level II or III (e.g., Security+, CySA+, or higher) may be required.
Security Clearance
- Active Top Secret (TS) clearance required; eligibility for TS/SCI may be required for certain work areas.
- U.S. citizenship required.
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- Hybrid position in the Colorado Springs, CO area; recurring presence at supported installations (travel estimated up to 25%).
- Directs a 24/7/365 operation; shift, on-call, and after-hours coverage required for outages, exercises, and mission-critical events.
IND1
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
