Parsons Corporation · 1 day ago
Director of Operations Support
US - VA, Centreville
Full-time
Onsite
Director/Executive
$121K/yr - $217K/yr
10+ years expParsons Corporation is seeking an experienced and dynamic Director of Operations Support to design, acquire, implement, and manage systems and processes for operational support to customers. The role includes overseeing a 24x7 classified help desk, managing support teams, and ensuring compliance with security standards.
National DefenseConstructionIndustrialConsultingInformation TechnologyBuilding MaterialIndustrial EngineeringInfrastructureMilitarySecurity
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Support Operations Design: Develop and implement systems, processes, and personnel structures to provide direct operational support to customers
Tier-1 Support: Establish and manage a 24x7 classified help desk/call center, including ticketing systems, remote troubleshooting procedures, and escalation protocols
Tier-2 Support: Build and manage teams of cleared personnel capable of temporary deployment to classified customer sites for system deployment and troubleshooting
Tier-3 Coordination: Collaborate with development and partner teams to resolve complex technical issues requiring advanced expertise
Repair/RMA Coordination: Work closely with the manufacturing team to ensure efficient repair and return processes for defective or damaged products
Customer Interaction: Serve as the primary point of contact for operational support, ensuring timely and effective resolution of customer issues
Security Compliance: Ensure all support operations adhere to stringent security standards, including classified workspaces and personnel clearances
Team Leadership: Recruit, train, and manage a team of cleared personnel to execute support operations with the highest levels of security and professionalism
Process Optimization: Identify opportunities to improve support workflows, reduce response times, and enhance customer satisfaction
Collaboration: Work closely with engineering, manufacturing, and external partners to ensure seamless integration of support processes
Reporting and Metrics: Develop and maintain reporting systems to track support performance, customer satisfaction, and operational efficiency
Budget and Timeline Management: Manage budgets, schedules, and resources to meet project milestones and deliverables
Qualification
Required
Minimum of 10 years of experience in operations support leadership roles, preferably in high-security or defense-related industries
Bachelor's degree in engineering or related field; will accept an additional years of relevant experience in lieu of a degree
Proven experience establishing and managing Tier-1 and Tier-2 customer support operations, including help desks, ticketing systems, and escalation procedures
Expertise in classified environments, including knowledge of security protocols, classified spaces, and managing cleared personnel
Strong understanding of troubleshooting methodologies, remote support procedures, and escalation workflows
Experience coordinating Tier-3 support with development and partner teams, as well as repair/RMA processes with manufacturing teams
Exceptional organizational and project management skills, with the ability to manage complex timelines, budgets, and deliverables
Leadership experience, including recruiting, training, and managing teams in high-security environments
Excellent communication skills, with the ability to collaborate effectively across internal teams, external partners, and customers
Requires active DoD Secret security clearance
Preferred
MS degree preferred
Top Secret clearance preferred
Experience working with government agencies or defense contractors
Knowledge of regulatory requirements for classified environments (e.g., NISPOM)
Familiarity with cybersecurity standards and practices
Experience implementing IT service management (ITSM) frameworks such as ITIL
Advanced degree in operations management, information technology, or a related field
Experience with help desk software, ticketing systems, and remote troubleshooting tools
Understanding of encryption technologies and secure communications systems
Benefits
Medical
Dental
Vision
Paid time off
401(k)
Life insurance
Flexible work schedules
Holidays
Company
Parsons Corporation
Parsons is an engineering, construction, technical and management services firm for national security and global infrastructure markets.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$700M2024-02-21Post Ipo Debt· $700M
2019-05-07IPO
Leadership Team
Carey Smith
Chair, President and CEO
Matthew Ofilos
Chief Financial Officer
Recent News
2026-01-22
2026-01-19
World Construction Network
2026-01-16
Company data provided by crunchbase