Lead, Mission Support Operations

Job Description

Job Description

Orbis is seeking a support-oriented Lead to run the Mission Support Desk. This team is the first line of defense for support across Orbis. It operates as an internal IT helpdesk that fields employee and operational needs, and it supports external clients running Orbis Products and Services. Agentic AI is central to how this desk evolves and executes, and you know how those capabilities are integrated and operated across every part of the support function. This is fundamentally a people-leadership role with real operational implementation expectations. You report to the Senior Operations Manager, who owns the big-picture design of how the system operates and determines which information exports and metrics matter most. Your job is to turn that direction into working reality: the infrastructure, processes, and playbooks that let the desk scale across internal and external demand, the reporting outputs that give leadership and the team what they need, and the people who run it day to day.

Roughly 30% of your time is people management, process design, planning, and cross-program coordination. The other 70% is hands-on technical work that you design, oversee, and implement as needed, not just supervise. You lead the team that writes the integrations, wires up the agentic AI workflows, debugs what breaks, and produces the reporting outputs the Senior Operations Manager needs, stepping hands-on where it counts. This is not a full-time engineering role, but it is a technical one. You are expected to be capable of the systems and code the desk runs on so you can guide the team and jump in when needed. You are accountable for a team that performs, for systems that produce what leadership and the team need on schedule, and for a desk that can actually resolve issues, whether that is an employee who cannot get their tools working, an internal system that is down, or a client whose Orbis Products and Services are not behaving the way they should.

Key Responsibilities

Own the desk's delivery. Be accountable for the full output of the Mission Support Desk: response quality, turnaround time, and the accuracy of AI-assisted outputs. The desk's performance is your performance.

Execute the operational vision. The Senior Operations Manager sets the big picture direction for how the desk operates and which information matters. You own turning that direction into working reality: systems, workflows, and team practices that deliver it day to day.

Manage and develop the team . Lead a team of support specialists: identify skill gaps, give direct performance feedback, and build pathways for growth as tool evolves. The people you develop are the capability you leave behind.

Build the operating infrastructure. Author and continuously improve the standard operating procedures, escalation runbooks, and quality checkpoints that govern how the desk runs. Nothing should live only in someone's head.

Direct the technical systems the desk depends on. Oversee the configuration and reliability of the automated and agentic workflows in production, including triage, data retrieval, summarization, reporting, and escalation routing. You do not need to build every integration yourself, but you need enough command of APIs and system architecture to direct the work, evaluate it, and troubleshoot when it breaks.

Integrate across Orbis products. Work with Catalyst, Pulse, and Discovery so the desk can access and act on the data it needs to resolve requests quickly and accurately.

Set the quality bar. Define what “good” looks like for support output: accuracy standards, human review checkpoints, escalation criteria, and documentation requirements. Hold the team and the systems to it.

Deliver the reporting outputs leadership and the team need. Track the metrics that matter resolution rate, escalation rate, output accuracy, response time, and employee satisfaction. Turn the Senior Operations Manager's requirements into structured, recurring reports and data exports for leadership and the team. The Senior Operations Manager sets what matters; you own building it, keeping it current, and delivering it in a usable form without needing to be told twice.

Identify and close capability gaps. Recognize when a support need is not served by existing tooling, scope the gap clearly, and work with engineering or product teams to close it.

Coordinate across programs. Serve as the operational point of contact for program teams consuming support desk services. Translate their requirements into workflow and staffing changes without disrupting active operations.

Stay current. Track developments in agentic AI tooling and enterprise automation platforms. Assess what is worth adopting, at what pace, and for which use cases, and make those calls with confidence.

Required Qualifications

• 5+ years of professional experience in operations, technical program management, or managed services, including direct people management
• Proven ability to manage a team and be accountable for its collective output, not just individual contributions: hiring, coaching, and performance management
• Demonstrated systems thinking designing scalable processes, SOPs, and escalation frameworks that hold up across multiple programs and stakeholders
• Hands-on experience designing agentic AI workflows: prompt engineering, retrieval-augmented generation (RAG), agent orchestration patterns including fluency with AI-assisted development and productivity tooling (Claude, Copilot, Cursor, or equivalents)
• Willingness and demonstrated ability to build deep working knowledge of the technical systems and products the desk depends on quickly, and to get genuinely comfortable troubleshooting them, not just describing them at a high level
• Experience overseeing workflows built on LLM-based agents or automation platforms (e.g., Claude, GPT-4, LangChain, AutoGen, or equivalents), whether hands-on or managerial
• Ability to assess and communicate the reliability and limitations of automated or AI-assisted outputs with precision, knowing when to trust a system and when not to
• Excellent written communication. This role produces SOPs, playbooks, and performance reports that programs lead and executives depend on
• Experience translating a manager's or leadership's reporting requirements into concrete, recurring outputs, including dashboards, structured reports, and data exports, with minimal back and forth on format or content
• Comfortable operating in distributed, multi-program environments with competing priorities and shifting needs

Preferred Qualifications

• Experience with monitoring and observability tooling applied to AI/ML systems in production
• Experience operating within or supporting a government or defense program environment
• Background in OSINT, DIGINT, or intelligence analysis workflows and tradecraft
• Familiarity with data governance concepts, federated access control models, and zero-trust architecture
• Experience building human-in-the-loop validation workflows that maintain output quality without creating operational bottlenecks

Physical Requirements

• Sedentary Work : Primarily performs work in a seated position for extended periods of time; occasionally required to stand, walk, or move about the work area
• Fine Motor Skills: Regularly required to use hands and fingers to operate a computer keyboard, mouse, and other standard office equipment
• Vision: Ability to read and view a computer screen for extended periods; close vision and the ability to adjust focus required
• Hearing & Speech: Ability to communicate clearly and effectively in person, via telephone, and through video conferencing platforms; ability to hear and understand spoken information in a professional setting
• Lifting: Occasionally required to lift and/or move up to 10 pounds (e.g., files, documents, office supplies)
• Concentration: Ability to maintain focus and attention to detail in a professional office or remote work environment

Equal Opportunity

Orbis Operations is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Orbis Operations is committed to creating an inclusive and diverse workplace where all employees are valued and respected. We encourage applications from all qualified individuals, including those from underrepresented groups.

In accordance with the Americans with Disabilities Act (ADA), Orbis Operations will provide reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you require an accommodation, please contact us at View email address on us.fitly.work.

Orbis Operations participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals because of protected veteran status or disability and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities.