SITEC - Operations Manager/ Site Lead - Stuttgart

Peraton requires Operations Managers to support the Special Operations Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at Baumholder, Germany (SOCEUR) and requires TESA approval.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The Operations Manager will lead a combined team of technicians who are collectively focused on delivering services directly to end users, and who share a common goal of providing high-quality customer experience under the governance and operational direction of the SOCEUR J6. Operating across the Ramstein Air Base and Baumholder regional support hub, the Operations Manager will synchronize the efforts of the Client Services (Desktop), Account Management, Mobile Device, and Unified Communications workforce, spanning users and devices across the SIE’s various classifications of network while supporting multiple tenant commands, operational detachments, and stakeholder organizations. The Operations Manager will be given broad latitude to develop strategies that maximize the workforce’s potential across both geographic locations, while ensuring customer expectations are met and exceeded. This role will mentor and guide a broad team of technical specialists, perform as the immediate supervisor, and provide supported organizations and senior leadership an authoritative touchpoint into end user needs and demands throughout the duty day. Finally, the Operations Manager will engage with the Incident, Change, and Asset Managers to collectively ensure Performance Requirements Summary (PRS)-defined performance measurements are met, by rapidly solving problems and fulfilling approved customer service requests across the area of responsibility.

Duties include, but are not limited to:

• Managing and overseeing daily IT service delivery and operations across assigned teams stationed at Ramstein Air Base and Baumholder
• Managing resources and workforce allocation across daily operations as well as participation in customer-sponsored projects and mission surges across multiple supported organizations
• Ensuring Service Requests and incident tickets across all supported units are assigned, tracked, and resolved or fulfilled based on their assigned priority and contractual PRS
• Providing coordination between assigned regional teams, theater escalated workcenters, and SOCEUR J6 leadership to ensure collaborative problem-solving and operational alignment
• Recommending training, technical certifications, and professional development for team members supporting multi-classification environments
• Developing and implementing a cross-training program to improve depth and operational interchangeability in each functional area across both installation sites
• Developing strong working relationships with senior leader end-users across multiple tenant commands and organizations, assisting in communicating their operational requirements to the J6
• Developing and continuously improving a catalog of Standard Operating Procedures (SOPs) covering common regional hub tasks, ensuring the workforce strictly adheres to and maximizes its use
• Reallocating technical personnel and resources between Ramstein and Baumholder to address changing operational needs, priority surges, exercise support, and project efforts
• Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve across dispersed sites
• Collaborating with the Asset Manager to effectively manage local spares and consumables that enable rapid service restoration and Service Request fulfillment at both locations
• Advocating for and leading Continuous Improvement in all facets of Customer Support activities, including service desk processes, evolving technologies, standards, and stakeholder communication
• Maintaining operational oversight of facility support boundaries and ensuring compliance with theater-specific security policies across all supported enclaves

Required Qualifications:

• Minimum of 12 years of experience, may have supervisory or management experience
• DoD TS/SCI clearance is required for this role
• Must be DoW 8140 compliant under the Work Role Code 802 – IT Project Manager – Advanced level
• Documented experience in Service Desk, Incident Management, and Customer Support operations
• Experience managing teams of up to 15 employees of a broad technical skillset
• Experience supporting VIP users and senior leaders with demanding expectations
• Broad technical experience including Windows, Active Directory, Cisco, and SharePoint environments, enabling the candidate to effectively coach problem-solving within the team
• Experience with BMC Remedy ITSRM required; ServiceNow preferred
• Experience with end user hardware maintenance support models (Dell TechDirect, etc), and leveraging warranty/RMA processes to maximize warranty coverages
• Proven experience with development of standardized operational procedure documentation
• Must meet TESA requirements

Desired Qualifications:

• ITIL 4 Managing Professional
• Microsoft Windows MCA/Associate Level Certifications

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