Computer Services Manager — Cape Canaveral, FL at By

About the Team

American Communications Solutions and By Light Professional IT Services have joined forces as Full Spectrum Operations (FSO) to deliver excellence in national missile defense, human space flight, space launch, and combat rescue. Under the Eastern Western Operational Communications Services (EWOCS) contract, our team provides reliable, high-quality communications and innovative IT solutions for the Guardians, Airmen, and Government agencies stationed at Patrick Space Force Base, Cape Canaveral Space Force Station, and Vandenberg Air Force Base.

About the Role

As a Computer Services Manager, you will serve as the operational heartbeat for Air Force networks (NIPR/SIPR), ensuring seamless service delivery across critical mission environments. This role is designed for a dedicated leader who thrives in a high-stakes setting, coordinating the resolution of service requests while managing a team of Customer Service Representatives and Engineers.

Your day will involve acting as the primary escalation point for the contract structure and the technical team, bridging the gap between tier 3/4 support and end-users. You will actively monitor Service Level Agreements (SLAs) to ensure metrics are met, perform quality assurance on tickets and Standard Operating Procedures (SOPs), and manage regional queues. Beyond oversight, you will interface with the SLD45 Communications environment, providing both remote and onsite support to customers, including Very Important Persons (VIPs), at PSFB, CCSFS, and GSUs. You will also drive customer satisfaction by tracking benchmarks, providing status updates via automated portals or direct communication, and ensuring timely root cause analysis and resolution for all service requests.

Hiring Process

Candidates must possess an active DoD Secret Clearance to be considered for this position. The selection process prioritizes individuals who meet or exceed DoD 8570.1 requirements for Information Assurance Technical (IAT) Level II certification (Security+ CE, GSEC, or SSCP). We are looking for professionals with a Bachelor's degree and four years of related experience, or eight years of experience without a degree, who are ready to support executive customers and mission-critical operations.

Equal Opportunity

Full Spectrum Operations is an equal opportunity employer committed to building a diverse and inclusive workforce. We welcome applications from all qualified candidates regardless of background.

Work location

Work model: On-site

8100, Poinsetta Avenue, Cape Canaveral, Brevard County, Florida, 32920, United States

Cape Canaveral, Florida

Key Responsibilities

check_circleMonitor Service Level Agreements to ensure metrics are met
check_circleProvide remote and onsite deskside support for customers and VIPs
check_circleInterface with service requests related to SLD45 Communications environment
check_circleTrack customer satisfaction benchmarks and current performance metrics
check_circleConduct root cause analysis and manage resolution for all service requests
check_circleSupervise Customer Service Representatives and Computer Services Engineers
check_circleGenerate weekly and monthly operational status reports for management
check_circleServe as escalation point of contact for technical issues and tier 3/4 support
check_circleApprove timesheets and manage regional queue operations
check_circle

Requirements

verifiedBachelor's Degree and 4 years of related experience OR 8 years without degree
verifiedDoD 8570.1 IAT Level II certification (Security+ CE, GSEC, or SSCP)
verifiedActive DoD Secret Clearance

Nice to Have

Experience working in an environment supporting Executive customers with information technology requirements. Familiarity with Air Force BMC Remedy system. Familiarity with Air Force CIPS system.

Skills, education and keywords

Skills: Security+, Gsec, SSCP, BMC Remedy, Cips.

Education: Bachelor's Degree or Technical Degree with 4 years experience; 8 years experience required without degree.

Frequently asked questions about Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services

What does a Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services do?expand_more

In this Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services role, you will monitor service level agreements to ensure metrics are met; provide remote and onsite deskside support for customers and vips; interface with service requests related to sld45 communications environment; and track customer satisfaction benchmarks and current performance metrics.

What are the requirements for this Computer Services Manager, Sr. (Eastern Range) with Security Clearance role?expand_more

To qualify for the Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services position, applicants should have: Bachelor's Degree and 4 years of related experience OR 8 years without degree; DoD 8570.1 IAT Level II certification (Security+ CE, GSEC, or SSCP); and Active DoD Secret Clearance.

Where is the Computer Services Manager, Sr. (Eastern Range) with Security Clearance role at By Light Professional IT Services located?expand_more

Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services is based in 8100, Poinsetta Avenue, Cape Canaveral, Brevard County, Florida, 32920, United States. This is a on-site role.

Is this Computer Services Manager, Sr. (Eastern Range) with Security Clearance job remote, hybrid, or on-site?expand_more

By Light Professional IT Services has listed this Computer Services Manager, Sr. (Eastern Range) with Security Clearance role as on-site.

How much experience is required for this Computer Services Manager, Sr. (Eastern Range) with Security Clearance role?expand_more

Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services typically requires 4+ years of relevant experience at the senior level.

What skills do you need for the Computer Services Manager, Sr. (Eastern Range) with Security Clearance role at By Light Professional IT Services?expand_more

Key skills for Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services include Security+; Gsec; SSCP; BMC Remedy; and Cips.

What education is required for Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services?expand_more

Educational requirements for this role: Bachelor's Degree or Technical Degree with 4 years experience; 8 years experience required without degree.

What category does the Computer Services Manager, Sr. (Eastern Range) with Security Clearance role belong to?expand_more

Computer Services Manager, Sr. (Eastern Range) with Security Clearance at By Light Professional IT Services is part of the it job category on Recrutus.

Computer Services Manager, Sr. (Eastern Range) with Security Clearance