In a world of possibilities, pursue one with endless opportunities. Imagine Next!

 

At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what’s possible.

 

Job Description:

We are seeking an experienced and dynamic Director of Operations Support to design, acquire, implement, and manage the systems, processes, and personnel required to provide direct operational support to customers. This role will oversee the establishment of a Tier-1 24x7 classified help desk/call center, ticket and work order tracking systems, remote troubleshooting procedures, escalation protocols, and deployment of Tier-2 support teams to classified customer sites. The Director of Operations Support will also coordinate Tier-3 support with development and partner teams, and repair/RMA support with the manufacturing team. This position requires expertise in classified environments, customer service operations, and managing cleared personnel.

What You'll Be Doing:

• Support Operations Design: Develop and implement systems, processes, and personnel structures to provide direct operational support to customers.

• Tier-1 Support: Establish and manage a 24x7 classified help desk/call center, including ticketing systems, remote troubleshooting procedures, and escalation protocols.

• Tier-2 Support: Build and manage teams of cleared personnel capable of temporary deployment to classified customer sites for system deployment and troubleshooting.

• Tier-3 Coordination: Collaborate with development and partner teams to resolve complex technical issues requiring advanced expertise.

• Repair/RMA Coordination: Work closely with the manufacturing team to ensure efficient repair and return processes for defective or damaged products.

• Customer Interaction: Serve as the primary point of contact for operational support, ensuring timely and effective resolution of customer issues.

• Security Compliance: Ensure all support operations adhere to stringent security standards, including classified workspaces and personnel clearances.

• Team Leadership: Recruit, train, and manage a team of cleared personnel to execute support operations with the highest levels of security and professionalism.

• Process Optimization: Identify opportunities to improve support workflows, reduce response times, and enhance customer satisfaction.

• Collaboration: Work closely with engineering, manufacturing, and external partners to ensure seamless integration of support processes.

• Reporting and Metrics: Develop and maintain reporting systems to track support performance, customer satisfaction, and operational efficiency.

• Budget and Timeline Management: Manage budgets, schedules, and resources to meet project milestones and deliverables.

What Required Skills You'll Bring:

• Minimum of 10 years of experience in operations support leadership roles, preferably in high-security or defense-related industries.

• Bachelor’s degree in engineering or related field; will accept an additional years of relevant experience in lieu of a degree.

• Proven experience establishing and managing Tier-1 and Tier-2 customer support operations, including help desks, ticketing systems, and escalation procedures.

• Expertise in classified environments, including knowledge of security protocols, classified spaces, and managing cleared personnel.

• Strong understanding of troubleshooting methodologies, remote support procedures, and escalation workflows.

• Experience coordinating Tier-3 support with development and partner teams, as well as repair/RMA processes with manufacturing teams.

• Exceptional organizational and project management skills, with the ability to manage complex timelines, budgets, and deliverables.

• Leadership experience, including recruiting, training, and managing teams in high-security environments.

• Excellent communication skills, with the ability to collaborate effectively across internal teams, external partners, and customers.

• Requires active DoD Secret security clearance

What Desired Skills You'll Bring:

• MS degree preferred.

• Top Secret clearance preferred.

• Experience working with government agencies or defense contractors.

• Knowledge of regulatory requirements for classified environments (e.g., NISPOM).

• Familiarity with cybersecurity standards and practices.

• Experience implementing IT service management (ITSM) frameworks such as ITIL.

• Advanced degree in operations management, information technology, or a related field.

• Experience with help desk software, ticketing systems, and remote troubleshooting tools.

• Understanding of encryption technologies and secure communications systems.

Security Clearance Requirement:

An active Secret security clearance is required for this position.​

This position is part of our Federal Solutions team.

The Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.

Salary Range: $120,800.00 - $217,400.00

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!

Parsons is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status or any other protected status.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.