Product Support Manager

Overview

MTSI is searching for a Senior Project Management /Enterprise Operations and Help Desk professional to support development of first-of-kind space vehicles and missions. This handpicked candidate must possess technical expertise and experience with developing, designing, building, and integrating space hardware and software. In this position, you will provide System Engineering Technical Assistance (SETA) to the Space Rapid Capabilities Office (RCO). The Space RCO program office, located at Kirtland AFB, NM, is a small, streamlined organization with dedicated, organic acquisition support functions: contracting, financial management, human resources, security, program management and technical engineering support that are critical in enabling the rapid response required for classified space programs. The mission is to develop and deliver operationally dominant space capabilities at the speed of warfighting relevance in response to Commander, U.S. Space Command requirements. A successful candidate should be a leader and problem solver with a proven ability to deliver superior results as part of a high performing team in a high-profile, fast-paced environment.

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.

SETA Role and Responsibilities:

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 SpRCO 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 SpRCO 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

Qualifications Required skills:

Minimum ten (10) years DoD/IC, or relevant industry work experience

Proven experience and/or qualifications in development and fielding satellite systems

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.)

Desired skills:

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

Education Desired Requirements:

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

Clearance:

Active TOP SECRET clearance with sensitive compartmentalized information (SCI) and special access program (SAP) eligibility (no less than 2 years total SAP and/or SCI environment experience, with 1-year total within last 5 years) and willingness to submit to a Counter-Intelligence polygraph

Candidate must maintain a TS/SCI clearance as a condition of employment

Location/Travel Requirements:

Full-time, on site in vicinity of Colorado Springs, CO, and will require travel up to 30% of time within the continental United States

The pay range for this position in Colorado is $160,000/year to $190,000/year; however, base pay offered may vary depending on established government contract rates, job-related knowledge, skills, and experience, and other factors. MTSI also offers a full range of medical, financial, and other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via MTSI’s internal or external careers site.

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