Support Center Lead & User Operations Manager

About the role

The Support Center Lead & User Operations Manager oversees user support operations for CUI laboratories, fielded Army communications suites, and test enclaves, ensuring defect logging, stakeholder feedback tracking, and lab infrastructure availability.

Key responsibilities

• Lead Tier 1–3 service desk operations, resolving technical issues for deployed operators and lab engineers.
• Log and track defect reports (TIRs/SPRs) during system acceptance testing and field operations.
• Maintain CUI laboratory equipment, manage GFE receipt, vendor software installations, and test bench connectivity.
• Support test engineers during HWIL/SWIL test architecture execution and aggregate user feedback into monthly performance metrics.

Required profile

• Associate or Bachelor’s degree in IT, Computer Networking, or related field.
• 5+ years in IT service desk management, laboratory administration, or technical support in DoD environments.
• DoD 8570 IAT Level II certification (e.g., Security+ CE) and active Secret clearance.

Required skills

• Experience with help desk ticketing platforms such as Jira Service Management and Remedy.
• Knowledge of ITIL service frameworks and hardware/software troubleshooting.
• GFE inventory tracking and vendor software installation.

What we offer

• Impactful work on national security initiatives with cutting‑edge SIGINT technology.
• Competitive salary, generous PTO, health/dental/vision insurance, 401K matching, and tuition reimbursement.
• Opportunities for professional development, training, and career growth within a collaborative engineering team.