SOCAFRICA Operations Manager - Camp Lemonnier, Djibouti

Peraton requires Operations Managers to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This position is located at Camp Lemonnier, Djibouti (SOCAFRICA) and requires candidate to attend and clear CONUS Replacement Center (CRC)

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 is responsible for leading a multidisciplinary team of technicians to provide high-quality IT services for SOCAFRICA J6. In this capacity, the manager serves as the direct supervisor, offering mentorship and guidance to technical specialists to ensure an exceptional customer experience. A key part of the role is to act as a liaison to SOCAFRICA J6, providing insights into the daily requirements and needs of deployed units while synchronizing efforts across diverse technical areas, including End User Services, Account Management, Mobile Devices, Unified Communications, Network Infrastructure, and COMSEC.

With significant autonomy, the Operations Manager develops strategies to optimize workforce performance and exceed customer expectations. This position directly handles Project, Asset, Configuration, and Requirements Management in coordination with SOCAFRICA HQ to ensure alignment between daily operations and long-term goals in a dynamic environment. The manager also collaborates with Incident and Change Managers to meet SLA performance metrics by ensuring the swift resolution of issues and fulfillment of service requests. The ideal candidate will possess broad technical expertise across multiple IT domains, strong leadership skills, a proven ability to drive operational improvement, and outstanding customer service acumen.

Duties include, but are not limited to:

• Managing and overseeing daily operations across the assigned team
• Managing resources and workforce across daily operations as well as participation in customer-sponsored projects as required
• Ensuring Service Requests are assigned and resolved or fulfilled based on their assigned priority and SLA
• Providing coordination between the assigned teams and escalated workcenters to ensure collaborative problem-solving
• Reallocating resources to address changing needs and surges in effort, to include providing support to project efforts
• Collaborating with the Asset Manager to effectively manage durable and consumable materials to enable rapid service restoration and aligning assets to requirements
• Supporting the HQ IT asset lifecycle management program, with a focus on the assigned site and forward deployed organizations
• Coordinating shipment of IT assets in and out of the assigned site, in concert with the HQ asset manager and on-site unit-level supply teams
• Inspecting materials and assessing the condition of assets for re-use in concert with the HQ asset manager, preparing assets for turn-in and disposition as appropriate
• Developing and implementing a cross-training program to improve depth in each functional area assigned
• Developing and continuously improving a catalog of Standard Operating Procedures covering common tasks, ensuring the workforce maximizes its use
• Advocating for and leading Continuous Improvement in all facets of Customer Support activities, including processes, evolving technologies, standards, and communication
• Creating documentation such as policies, procedures, workflows, and user guides to enhance productivity and user experiences
• Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve
• Identifying business and technical problems and developing corrective actions or improvements, ensuring solutions are technically sound and aligned with Enterprise capabilities and practices
• Analyzing and defining systems, functions, processes, and user needs
• Recommending and supporting technical solutions to meet unique operational requirements, leveraging a broad array of technical capabilities, tools, and services
• Serving as Project Manager to update and modernize existing systems based on changes in operational needs, policy, or organizational strategy, while recommending potential projects that align with the HQ Project Management Plan

Required Qualifications:

• Minimum of 10 years of experience in roles of increasing responsibility
• DoD TS/SCI clearance is required for this role
• Documented supervisory experience at the team level (5 employees) or larger, with responsibilities that include Customer Support, Operations Management, or Service Desk Management
• Experience supporting VIP users and senior leaders with demanding expectations
• General technical experience including Windows, Active Directory, Cisco, and SharePoint environments, enabling the candidate to effectively coach problem-solving within the team
• 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 be flexible with scheduling, able to work nights/weekends, holidays as needed
• Complete and clear fitness for duty evaluation and maintain fitness for duty and complete an evaluation annually
• Attend and clear CONUS Replacement Center (CRC)

Desired Qualifications:

• Bachelor’s Degree in an IT or Management discipline
• Prior experience supporting an enterprise level IT contract in a DoD organization
• ITIL 4 Managing Professional OR Project+ OR Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) certifications
• ITIL 4 Foundations
• Microsoft Windows MCA/Associate Level certifications
• Background and certifications related to systems or network engineering 

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