Product Support Manager

Mtsi Va; Colorado Springs (CO); On-site; USD 160,000 - 190,000; Full time

Benefits offered by this job

Medical benefits

Competitive compensation

Job summary

MTSI is seeking a Senior Project Management / Enterprise Operations and Help Desk expert to support development of space vehicles and missions. The role provides SETA support to the Space Rapid Capabilities Office (RCO) and collaborates with government and industry partners to ensure SLAs, performance metrics, and technical standards are met in a fast-paced environment.

Location: Colorado Springs, CO. Full-time on-site role requiring TS/SCI-eligible or active clearance and experience with

Qualifications

• Ten+ years DoD/IC or related industry experience.
• Proven experience in development/fielding satellite systems.
• Understanding of DoD operational environments and mission user needs.
• Familiarity with ITSM frameworks (ITIL) and enterprise ticketing tools.
• Knowledge of cloud infrastructure (AWS/Azure) and identity management.
• Experience in DoD program management, scheduling, and risk management.

Responsibilities

• Serve as program advisory lead for time-critical technical projects.
• Assist program offices in developing and fielding space systems.
• Coordinate with contractors, Tier 2/3 teams, partners and end users.
• Track contractor performance against KPIs and SLAs, including FCR/MTTR/backlog.
• Draft corrective actions and risk mitigation strategies.
• Support acquisition planning and development of technical documents.
• Coordinate with stakeholders to align program needs with goals.
• Prepare monthly status reports highlighting activities, challenges and opportunities.

Skills

DoD/IC experience

Satellite systems knowledge

ITIL ITSM

Cloud infrastructure

ICAM/IAM

Program management

SOW/PWS knowledge

ServiceNow/Jira/Remedy

Education

Systems Engineering/IT/CS degree

MA/MS/ME degree

ABET accreditation or PE

Tools

ServiceNow

Remedy

Jira Service Management

MS Office Suite

Job description

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.

SETI 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
• Confere 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

Pay and Benefits

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.