Product Support Manager

Space Systems Integration (SSI) is a fast-growing engineering company that provides aerospace solutions to a variety of government and commercial customers. Our employees are forward-thinking, self-directed individuals who are committed to solving our customers’ technical challenges.
SSI is seeking a Product Support Manager for a role in Colorado Springs, CO.
PM&AS/Enterprise Operation & Help Desk Principal Duty
You will work in a small, highly empowered team where every team member is directly responsible for the success of the program. Engineering responsibilities span technology domains including space rated hardware, software, sensors, and processors in an extremely fast-paced, responsive development environment. This SETA candidate will directly assist the Government Program Manager (PM) in managing, monitoring, and evaluating the execution of a prime contractor responsible for enterprise-wide Tier 0/1 help desk operations. In this role, you serve as the PM’s trusted technical agent, ensuring contractor performance aligns with contractual service level agreements (SLAs), operational metrics, and agency technical standards. The operational scope covers front-line support across modern cloud infrastructure, platforms, antenna and satellite network distribution, core Network Operations Center (NOC) environments, and identity/account management workflows.
Role and Responsibilities include:
Serves as program advisory lead for extremely time critical technical projects, test projects, or tasks requiring appropriate level technical expertise.
Leverages operations experience to assist the program offices in developing and fielding space systems.
Act as an operational bridge between the help desk contractor, Tier 2/3 engineering teams, external mission partners, and customer end-users
Track, validate, and report on contractor performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)—including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), ticket backlog, and abandonment rates.
Identify technical risks, operational bottlenecks, and service delivery failures; draft corrective action recommendations and risk mitigation strategies.
Assists acquisition planning, market research, and drafting technical requirements and documents.
Coordinates with internal and external stakeholders to verify program needs and identified to meet project goals.
Helps the government assess the technical sufficiency, cost, quality, and timely delivery of program deliverables.
Confers with engineers to provide technical advice and to assist with problem resolution as needed.
Supports management and execution of programs consisting of multiple projects--ensures overall program is properly coordinated and efficiently accomplished with the best available resources.
Aids in the development of a Monthly Status Report on all support efforts including updates in status and performance, major activities, challenges and opportunities, deliverables, and subcontractor performance.
Drafts, reviews, and edits final program reports, documents, and briefings.
Supports acquisition planning and development of documents required for systems acquisition.
Coordinates with external agencies to include operational units, higher headquarters, Combatant Command (COCOM) staffs, other acquisition activities, and research and development functions.
Coordination will include producing, tracking, coordinating all agreements and documentation necessary for the systems to transition seamlessly into a framework for organizing, training, and equipping the United States Space Force
Supports and advises acquisition and program management functions, advises government management on design challenges, delivery and integration, and supports system program reviews.
Work on high-visibility or mission critical aspects of a given program and perform all functional duties independently.
Oversee the efforts of less senior staff and/or be responsible for the efforts of all staff assigned to a specific job.
Translate complex ideas and data into simple, actionable recommendations or easily differentiated courses of action.
Communicate clearly, concisely, and with technical accuracy—oral and written.

Employment type
Full-time

Work arrangement
No