Product Support Manager

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. SETA 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
• Confers 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

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. Applicants should apply via MTSI's internal or external careers site.

#MTSI #LI-MW2

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  Interesting Work:
  
  
  
  Our co-workers support some of the most important and critical programs to our national defense and security.
  
  
  
  
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  Values:
  
  
  
  Our first core value is that employees come first. We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry.
  
  
  
  
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  100% Employee Owned:
  
  
  
  We have a stake in each other's success, and the success of our customers. It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.
  
  
  
  
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  Great Benefits - Most Full-Time Staff Are Eligible for:
  
  
  
  
  
• Starting PTO accrual of 20 days PTO/year + 10 holidays/year
  
  
• Flexible schedules
  
  
• 6% 401k match with immediate vesting up to $9k annually
  
  
• Semi-annual bonus eligibility (July and December)
  
  
• Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
  
  
• Up to $10,000 in annual educational reimbursement
  
  
• Other company funded benefits, like life and disability insurance
  
  
• Optional zero deductible Blue Cross/Blue Shield health insurance plan
  
  





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  Track Record of Success:
  
  
  
  We have grown every year since our founding in 1993.
  
  
  
  

Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance

MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.

For more information about MTSI, please visit

MTSI embraces nine core values including our first core value of Employees come first. Consistent with our Core Values, we are committed to Equal Opportunity, making decisions without regard to race, color, religion, sex, national origin, age, military/veteran status, disability, or any other characteristics protected by applicable law. MTSI is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants and employees with physical and/or mental disabilities.