We are seeking an experienced Operations Manager and Site Lead to oversee daily operations for a fast-paced Department of Defense IT support environment. The successful candidate will be responsible for translating contractual requirements into operational execution, ensuring deliverables are met on time and to the highest quality standards while leading a diverse technical workforce.

This role requires a leader who combines strong operational discipline with exceptional emotional intelligence. The ideal candidate develops people, builds trust with customers, proactively resolves issues, and creates a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Lead and manage day-to-day IT operations supporting government customers.
• Operationalize contract deliverables by converting Performance Work Statement (PWS) requirements into measurable team objectives and processes.
• Ensure all contractual Service Level Agreements (SLAs), performance metrics, and deliverables are achieved or exceeded.
• Supervise, mentor, and develop technical staff while fostering a positive, high-performing work environment.
• Demonstrate emotional intelligence by effectively coaching employees, resolving conflict, and building strong relationships with customers and team members.
• Conduct performance evaluations, provide regular feedback, and implement employee development plans.
• Manage staffing, scheduling, workload balancing, and resource allocation.
• Identify operational risks and implement corrective actions before they impact mission performance.
• Coordinate with government leadership, subcontractors, and corporate management to ensure successful contract execution.
• Develop and maintain Standard Operating Procedures (SOPs) and process improvements.
• Monitor quality assurance activities and ensure compliance with contractual, security, and organizational requirements.
• Prepare operational reports, status briefings, and performance metrics for leadership.
• Prepare project plans within guidelines of PMBOK methodology and scale as appropriate for projects assigned.

Requirements

Required Qualifications

• Bachelor's degree from an accredited college or university.
• Active Secret Security Clearance.
• Current CompTIA Security+ CE certification (or DoD 8570/8140 compliant equivalent).
• Minimum of 5 years of experience leading IT operations or technical support teams.
• Demonstrated experience managing personnel in a Department of Defense or federal government environment.
• Strong understanding of IT service management principles and operational execution.
• Proven ability to manage multiple priorities while meeting contractual deadlines.
• Excellent verbal and written communication skills.
• Prepare, monitor, manage and execute a detailed project plan.

Preferred Qualifications

• Project Management Institute PMP Certification
• Experience managing large IT support contracts.
• Experience with Service Desk, Desktop Support, Endpoint Management, or Enterprise IT Operations.
• ITIL Foundation certification.
• Project management experience.
• Experience with Microsoft 365, Intune, Active Directory/Entra ID, SharePoint, or enterprise endpoint management solutions.

Desired Leadership Competencies

The successful candidate will demonstrate:

• High emotional intelligence and professional maturity.
• Strong servant leadership philosophy.
• Ability to motivate, coach, and retain high-performing employees.
• Excellent customer relationship management skills.
• Accountability and ownership of operational outcomes.
• Sound decision-making under pressure.
• Strong organizational and time management skills.
• Continuous improvement mindset with a focus on operational excellence.

Compensation & Benefits:

The anticipated salary range for this position is $82,165 - $97,101 , with the final offer determined based on factors such as the candidate's experience, education, skills, certifications, and overall qualifications.

Plateau offers a comprehensive benefits package for eligible employees, which includes medical, dental, and vision insurance; a 401(k) retirement savings plan with company matching; paid time off (PTO); paid holidays; and additional employee benefit programs.

Plateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency.