- Location: Hybrid / Remote with travel to Millington, TN
- Status: Full-time
Position summary
The Operations Lead is the senior accountable for the full operations technical area (PWS C-8.3.1) across CNIC F&FR's enterprise environment. Functioning as Senior Information Systems Manager, you will lead the Operations workforce - Training/Development Consultants, Systems Administrators, and Support Specialists - and own the four operational scopes the PWS specifies: data conversion, training and change management, troubleshooting and resolution support, and cloud managed services. You will sit alongside the Cybersecurity Lead and Network Lead at the weekly Integration Review and Joint Change Advisory Board so operational changes are evaluated for cross-domain impact before they reach production.
What you will own
- Tier II and Tier III service desk operations supporting 17,000+ users across 70+ installations - incident triage, system-down response, and performance issue resolution against the SLA targets defined in each task order.
- Patching, bug fixes, and operational sustainment of live systems of record across the enterprise application portfolio.
- Data conversion engagements - planning, pre-conversion data analysis, execution, and post-conversion validation against business acceptance criteria.
- Cloud managed services - daily operation of the shared enterprise environment, dedicated IA support, and DevOps pipelines automating code and database schema deployments into UAT.
- Enterprise-wide training programs and change management and communications for system rollouts - directing Training/Development Consultants on the team in collaboration with the Quality Manager.
- Workforce leadership across Training/Development Consultants, Systems Administrators), Support Specialists.
- Standing seat on the weekly Integration Review and Joint Change Advisory Board (JCAB).
Required qualifications
- Active ITIL v4 Foundation certification at minimum; ITIL Managing Professional or Strategist preferred.
- 10+ years progressive operations and service management leadership in federal IT or comparable enterprise environments.
- Demonstrated experience leading Tier II/III support teams supporting enterprise applications (ERP, HR/payroll, financial, POS, or BI) at multi-site scale.
- DevOps and cloud experience - AWS, Azure, or GCP certification at the DevOps Engineer or Solutions Architect level, with hands-on experience automating CI/CD pipelines into UAT and production.
- Direct experience leading or coordinating data conversion engagements across enterprise systems.
- DoD 8140 / 8570 IAT Level 2 baseline certification (Security+ or equivalent).
- Working knowledge of change management methodology (Prosci ADKAR, Kotter, or equivalent) and enterprise training program leadership.
- U.S. citizenship; ability to obtain and maintain the appropriate background investigation level.
Preferred qualifications
- Prosci Change Management Certification or equivalent.
- Active or recent Secret clearance (likely required at the task order level for systems touching DoD-connected environments).
- Prior NAF or Navy operations leadership.
- Experience with FedRAMP-authorized cloud environments or DISA SRG IL2 / IL4 deployments.
- PMP certification.
