Operations Manager II

SUMMARY

Responsible for overseeing day-to-day service delivery, sustainment operations, and multi-tier help desk support for the FTM Support Program and associated Fleet Management and Planning System (FLTMPS) capabilities. Ensure consistent operational performance across Tier 0–3 support functions, adherence to SLAs/OLAs, and alignment with Navy enterprise service management standards. Coordinate incident resolution, service improvement activities, documentation updates, and operational reporting while supporting Government stakeholders, technical teams, and end users across CONUS-based Fleet units. Contribute to continuity planning, operational readiness, and disciplined execution of operational processes in accordance with program requirements.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Oversee and coordinate a fully integrated help desk operation providing Tier 0 (self-service/knowledge base), Tier 1 (initial support), Tier 2 (technical resolution), and Tier 3 (specialized engineering support) services for FTM/FLTMPS end users.

· Manage intake, triage, escalation, and resolution processes, ensuring that user issues, service requests, and incidents are handled efficiently and in alignment with established SLAs and OLAs.

· Ensure the creation, maintenance, and accessibility of Tier 0 knowledge base articles, FAQs, self-help resources, and troubleshooting guides.

· Monitor incident trends to ident