Senior Product Support Lead — Space Systems

Space Systems Integration, LLC; Colorado Springs (CO); Sur place; USD 180 000 - 220 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision benefits

401(k) plan

Equal opportunity employer

Résumé du poste

Space Systems Integration, LLC is seeking a Product Support Manager in Colorado Springs, CO. The role oversees enterprise-level help desk operations, coordinating Tier 0/1 support with Tier 2/3 engineering teams and user communities.

You will monitor KPIs, drive continuous improvement, and liaise with government program managers to ensure contractual SLAs and technical standards are met across cloud, network, and identity management platforms.

Qualifications

• Minimum ten (10) years DoD/IC, or relevant industry work experience.
• Experience in development and fielding satellite systems.
• ABET-accredited or PE license in engineering, plus MA/MS/ME degree.

Responsabilités

• Lead advisory efforts for time-critical technical projects and tasks.
• Assist program offices in developing and fielding space systems.
• Bridge operations between help desk, engineering teams, partners, and end-users.
• Track KPIs/SLAs and report performance metrics (FCR, MTTR, backlog).
• Draft corrective actions and risk mitigation strategies.
• Support acquisition planning, market research, and requirement drafting.
• Coordinate with stakeholders to meet project goals and ensure timely delivery.

Connaissances

DoD/IC experience

Project management

Technical advisory

ITSM

Cloud basics

Formation

ABET-accredited SE/CS degree

MA/MS/ME degree

Outils

ServiceNow

Remedy

Jira Service Management

Description du poste

Space Systems Integration, LLC is seeking a Product Support Manager in Colorado Springs, CO. The role oversees enterprise-level help desk operations, coordinating Tier 0/1 support with Tier 2/3 engineering teams and user communities.

You will monitor KPIs, drive continuous improvement, and liaise with government program managers to ensure contractual SLAs and technical standards are met across cloud, network, and identity management platforms.