Product Support Manager

SSI is seeking a Product Support Manager for a role in Colorado Springs, CO.

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.

Role and Responsibilities include:

• 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 the 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 the 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.

Required Qualifications:

• Minimum ten (10) years DoD/IC, or relevant industry work experience.
• Proven experience and/or qualifications in development and fielding satellite systems.
• Systems Engineering/IT/Computer Science degree from a program accredited by the Accreditation Board for Engineering and Technology (ABET) or possess a Professional Engineering license.
• MA/MS/ME degree.
• 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.).
• Active TS clearance with in-scope T5/SSBI is required, along with SCI eligibility and participation in Continuous Evaluation.
• Must meet all requirements for SCI and SAP access and be willing to undergo a polygraph examination.
• Travel is 30%.

Desired Qualifications:

• 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.