Description

Akima is seeking an operations Manager to support the TSA TOMCAT program, providing enterprise IT Operations & Maintenance, service management, cybersecurity coordination, and modernization support. The Operations Manager will serve as the senior operational leader for daily execution, ensuring service performance, workforce coordination, issue resolution, and mission support align with contract requirements and TSA priorities.

This role requires experience leading large-scale federal IT O&M programs, coordinating multidisciplinary teams, supporting executive customer engagement, and driving disciplined execution in a DHS or similarly regulated environment.

Responsibilities

• Lead daily IT O&M execution across the contract, ensuring service performance, issue resolution, staffing coverage, and SLA compliance remain aligned with TSA mission needs.
• Serve as the senior operational point of contact for service performance, customer engagement, internal coordination, and issue resolution.
• Coordinate operations, engineering, cybersecurity, service management, subcontractor, and vendor teams to ensure integrated delivery.
• Monitor metrics, ticket trends, backlog, staffing coverage, service risks, and SLA performance to drive corrective action and continuous improvement.
• Support ITIL-aligned ITSM processes, including incident, problem, change, request, configuration, knowledge, reporting, and continual service improvement.
• Support 24x7x365 operations through leadership coverage, escalation discipline, shift coordination, and rapid response to mission-impacting events.
• Coordinate cybersecurity-driven operational support, including vulnerability remediation, ATO sustainment, continuous monitoring, RMF support, and compliance tracking.
• Support staffing, workforce planning, risk management, customer briefings, QBR inputs, performance reporting, and modernization initiatives.

Qualifications

• Ability to obtain and maintain DHS suitability and any required clearances.
• Bachelor’s degree in information technology, Computer Science, Engineering, Business, or a related field.
• 10+ years supporting federal IT programs, including large-scale IT O&M environments.
• 5+ years in a senior operations, service delivery, or IT leadership role.
• Experience leading multidisciplinary teams in mission-critical IT environments.
• Experience managing IT O&M, ITIL-based service management, SLA performance, operational reporting, and customer communication.
• Experience with ITSM platforms, preferably ServiceNow.
• Strong communication skills with experience supporting executive reporting, customer briefings, and performance reviews.

Preferred Qualifications

• TSA or DHS experience.
• Master’s degree in information technology, Computer Science, Engineering, Business, or a related field.
• PMP, ITIL v4, Agile/Scrum, HDI, or related certifications.
• Experience with 24x7x365 operations, NOCs, service desks, cybersecurity operations, cloud O&M, automation, DevSecOps, Zero Trust, or federal compliance requirements.

Benefits InformationRegular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees. Pay Range$154,000 - $194,000 Job ID2026-23315 Work TypeHybrid