Job Description

Operations Director TSA (Enterprise IT Operations & Service Delivery)

Location: Springfield, VA

Clearance Required: U.S. Citizen, ability to obtain DHS EOD (Active Secret or higher preferred)

Position Overview

The Operations Director will serve as the senior leader responsible for directing, stabilizing, and optimizing a large-scale, 247 enterprise IT operations environment in support of the Transportation Security Administration (TSA). This role oversees national service delivery functions, incident and event management, Tier 24 operations, enterprise monitoring, operational readiness, and the performance of mission-critical systems.

The ideal candidate is a seasoned operations leader with deep experience managing enterprise O&M, multi-site IT operations, service desk performance, and high-availability environments across federal or highly regulated organizations. This position requires exceptional executive communication skills, technical acumen, team leadership, and the ability to operate effectively in a fast-paced, mission-critical federal support environment.

Key Responsibilities

Enterprise IT Operations Leadership

• Lead and direct a 247 enterprise operations organization supporting TSAs national mission systems.
• Provide hands-on leadership for incident, event, and outage management across multiple technology towers.
• Oversee Tier 24 technical teams to ensure rapid response, escalation handling, and issue resolution.
• Drive operational excellence through continuous monitoring, proactive problem identification, and service stability initiatives.

Service Delivery & ITSM Excellence

• Manage Service Desk/Helpdesk workflows, queue performance, ticket prioritization, and escalation processes.
• Lead bridge calls for outages and major incidents, ensuring accurate real-time coordination and communication.
• Maintain strong adherence to ITIL/ITSM processes for incident, change, and problem management.
• Ensure transparency and quality through daily, weekly, and monthly operational reporting.

Monitoring, Performance & Operational Readiness

• Oversee enterprise monitoring tools and dashboards to maintain full awareness of system health, service availability, and performance.
• Drive SLA/KPI compliance across all operational areas.
• Ensure systems, teams, and processes are fully prepared for audits, assessments, and operational demands.
• Develop and maintain continuity, COOP, and disaster recovery plans.

Team Leadership & Workforce Development

• Lead, develop, and mentor a diverse technical workforce, including service desk specialists, systems engineers, network engineers, cybersecurity personnel, and cloud support staff.
• Foster a culture of accountability, quality, collaboration, and mission focus.
• Partner with TSA stakeholders and senior federal leadership to ensure alignment of technical capabilities to mission needs.

Vendor, Budget & Contract Oversight

• Manage vendor relationships, contract performance, and SLA adherence.
• Oversee procurement, asset lifecycle management, and O&M planning.
• Support budget development, cost analysis, and financial forecasting for enterprise operations.

Mission-Focused Execution

• Support mission-critical system access, identity, and availability requirements across TSA environments.
• Provide executive-ready briefings, operational updates, and incident summaries.
• Serve as the senior operations representative to TSA leadership, ensuring alignment of technology operations with DHS/TSA mission priorities.

Required Qualifications

• U.S. Citizenship required; ability to obtain DHS EOD (active Secret or higher strongly preferred).
• Bachelors degree in IT, Engineering, Cybersecurity, or related field.
• 10+ years of enterprise IT operations leadership , preferably in federal, DoD, or highly regulated environments.
• Strong experience leading 247 operations, incident and event management, and multi-tier technical teams.
• Demonstrated experience with enterprise monitoring tools (e.g., SCOM, SolarWinds, CloudWatch, vROPS).
• Expertise with ITIL/ITSM processes and service delivery management.
• Experience managing service desk/helpdesk operations and escalation workflows.
• Proven ability to communicate effectively at all organizational levels, including executives and government stakeholders.

Preferred Qualifications

• Experience leading multi-site or nationwide O&M operations.
• Background managing large teams (50+), including mixed vendor/government/contract personnel.
• Strong understanding of Windows enterprise environments, Active Directory, virtualization, and cloud platforms.
• Familiarity with RMF, ATO processes, security hardening, and compliance frameworks.
• Experience with continuity planning, COOP, DR, and enterprise resilience.
• Experience with budget management, O&M cost forecasting, and vendor contract oversight.

What Success Looks Like

• Stable, predictable, and high-performing TSA enterprise operations.
• Rapid and accurate event/incident response with strong communication.
• Improved SLA/KPI performance and operational transparency.
• High-functioning technical teams with strong collaboration and readiness.
• Clear, consistent reporting and trusted relationships with TSA leadership.
• Proactive detection, prevention, and mitigation of issues before they impact mission operations.

If interested, please forward me your resume with security clearance and contact information soonest.

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