MANTECH seeks a motivated, career and customer-oriented Managed Services Operations Lead to join our team. This role offers remote flexibility, with the potential for either a hybrid or fully remote arrangement depending on final operational needs, alongside periodic travel for key meetings and projects.
The Managed Services Operations Lead owns steady-state administration, Service Level Agreement (SLA) compliance, help desk escalation pathways, patch and release coordination, continuous monitoring, incident response, and overall service governance across enterprise health systems.
Responsibilities include but are not limited to:
Lead 24x7 steady-state Information Technology (IT) operations, service delivery, and SLA performance across enterprise healthcare environments.
Direct incident, problem, change, and outage management processes for mission-critical clinical applications and infrastructure.
Oversee national service desk, Network Operations Center (NOC), and Security Operations Center (SOC) escalation workflows to ensure rapid incident resolution.
Coordinate patch management, software release schedules, vulnerability remediation, and continuous monitoring interfaces with platform and security teams.
Establish service governance frameworks, operational performance metrics, and governance reporting to maintain high system availability.
Manage multidisciplinary operations teams providing continuous clinical application support and infrastructure monitoring.
Minimum Qualifications:
Bachelor's degree in technical or healthcare discipline with 10+ years of relevant work experience, or an equivalent combination of education and relevant work experience.
Experience leading 24x7 healthcare application support and enforcing strict SLA management.
Track record managing incident, problem, change, and outage response workflows for mission-critical clinical applications.
Experience coordinating operational support across national service desk, NOC, or SOC operational environments.
Preferred Qualifications:
Active Information Technology Infrastructure Library (ITIL) certification (Foundation or higher) or equivalent IT service management credentials.
Certified Information Systems Security Professional (CISSP) or related senior security certifications.
Experience managing steady-state IT operations within federal healthcare systems (e.g., Department of Veterans Affairs, Defense Health Agency, or military health systems).
Proven experience overseeing vulnerability remediation, patch governance, and continuous security monitoring interfaces.
Master's degree in Information Technology, Business Administration, or Health Informatics.
Clearance Requirements:
U.S. Citizenship is required.
Must be able to obtain and maintain a Department of Veterans Affairs Moderate Risk Background Investigation (BI) or Public Trust clearance.
Physical Requirements:
Must be able to remain in a stationary position 50% of the time.
Needs to occasionally move about inside the office to access file cabinets, office machinery, or engage with team members.
Frequently communicates with co-workers, management, and government stakeholders, which may involve delivering presentations; must be able to exchange accurate information in these situations.