IT Operations Lead

Overview

The IT Operations Lead will be responsible for managing day-to-day enterprise IT operations, service availability, and real-time incident resolution across USCG’s Command Center and associated infrastructure environments. This leader will oversee Tier 2 and Tier 3 escalations, coordinate with service towers, and ensure reliable performance across a hybrid network of cloud, shore, afloat, and classified systems. The IT Operations Lead plays a vital role in delivering mission readiness, system uptime, and performance compliance across a highly distributed and complex technical environment.

The ideal candidate will have deep technical operations experience, strong leadership skills, and a demonstrated ability to manage high-priority incidents and enterprise monitoring platforms in a federal or defense setting.

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Position Duties:

• Manage daily IT operations from the USCG Command Center, including enterprise monitoring, service recovery, and incident coordination.
• Oversee Tier 2/3 escalations for critical issues across platforms and coordinate with engineering, cybersecurity, and service teams to resolve outages.
• Ensure infrastructure availability, performance, and capacity compliance with SLAs and PMR metrics.
• Lead incident triage, root cause analysis (RCA), and development of Corrective Action Plans (CAPs).
• Maintain shift schedules, turnover documentation, and Command Center knowledge management practices.
• Support the implementation of modernization initiatives, DDIL readiness, and tech refresh programs in partnership with the Engineering and PMO teams.
• Interface with asset management, logistics, and platform leads to ensure system operational readiness across USCG domains (shore, afloat, NIPR/SIPR).
• Contribute to Monthly Status Reports and operational briefings to Coast Guard leadership.

Demonstrated Abilities:

• Proven ability to manage high-volume IT operations in a federal or DoD Command Center, NOC, or enterprise environment.
• Skilled in enterprise monitoring, escalation protocols, and outage response.
• Knowledge of AMIP, DDIL, and USCG IT policy frameworks.
• Strong written and verbal communication skills for incident reporting and stakeholder coordination.
• Experience leading multi-shift teams, enforcing operational discipline, and mentoring technical staff.

Position

Qualifications:

Education:Bachelor’s degree in Information Systems, Computer Science, or related field.

Certifications:

• ITIL v4 Foundation – Required
• Advanced IT operations or monitoring certifications – Preferred (e.g., Network+, BMC Certified, SRE)

Clearance:DoD Top Secret – Required (TS/SCI Eligible – Preferred)

Experience:

• 8+ years of IT operations or infrastructure management experience, including 3+ years in a supervisory or shift lead role.
• Experience supporting federal IT environments, Tiered support models, and operational response frameworks.
• Familiarity with enterprise monitoring tools (e.g., Solar Winds, BMC Helix, Nagios) and ITSM platforms (e.g., Remedy, Service Now).

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013.

SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

SMS is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.