Role Fit & Non-Negotiables

• Onsite in Fairfax, VA — no remote.
• U.S. citizen required (ITAR / government customer obligations).
• Primary owner of client satisfaction and retention.
• Manage technical teams and get into the details — not purely strategic.
• Engage engineering on substance: log analysis, escalation docs, remote session failures, network diagnostics.
• Accountable for outcomes — SLAs, client satisfaction, and team performance are yours.

What You’ll Own (90–180 Day Outcomes)

• Standardize escalation workflows, L1/L2/L3 boundaries, and SLA compliance.
• Own release intake: every build received, documented, deployed, communicated with translated notes within SLA.
• Establish an agent quality program: SRIP onboarding, certification, session monitoring, performance management.
• Audit the helpdesk and deliver measurable improvements in response and resolution.
• Establish structured RCA: every significant incident analyzed, documented, produces a corrective action.
• Build a coordinated onsite technician program; feed findings into the knowledge base.
• Enforce a reporting cadence: dashboards, uptime, SLA compliance, internal performance.
• Build a workforce plan mapping staffing to network growth.

Key Responsibilities

The Senior Manager leads the team across these functions and owns quality, consistency, and scalability of each across the full post-release lifecycle.

Documentation & Knowledge Management

• Translate engineering release notes into client-digestible documentation non-technical stakeholders can act on.
• Create, maintain, and version runbooks, SOPs, and operational guides.
• Oversee client-facing user/admin guides, onboarding materials, and kiosk installation guides.
• Manage the team knowledge base.
• Maintain architecture and deployment diagrams per client environment.
• Own compliance and audit documentation to federal and enterprise standards.

System Deployment & Provisioning

• Own new client onboarding and environment build-out from contract to go-live.
• Oversee kiosk imaging, configuration, and deployment for new and replacement units.
• Scope and communicate network/firewall requirements to client IT before deployment.
• Manage staging and production readiness for every release.
• Plan and execute update rollouts across cloud and on-prem with minimal disruption.
• Coordinate hardware logistics, staging, and field tech scheduling.

Backend & Infrastructure Coordination

• Oversee tenant and environment configuration across identity platform systems.
• Manage agent certificates and access configurations across client environments.
• Coordinate server updates, DNS changes, and cloud infrastructure migrations with engineering.
• Manage remote access tooling and secure connection setup.
• Translate production problems into actionable, well-documented engineering requests.

Helpdesk Services

• Lead Tier 1, 2, and escalated Tier 3 support across all accounts.
• Oversee outsourced L1 technicians: assign work, monitor quality, enforce SLA.
• Own SLA compliance and escalation timing.
• Lead RCA on significant incidents — document findings, assign corrective actions, track to closure.
• Ensure incident communication is timely, accurate, professional.
• Set the engineering escalation standard: log analysis, repro steps, environment context before routing to Dev.
• Ensure post-incident reviews drive measurable prevention.

Client Relationship Management & Satisfaction

• Primary contact on operational matters — incidents, service questions, deployments, escalations.
• Own satisfaction and retention: identify risks; address concerns before they become issues.
• Lead client touchpoints and operational reviews; ensure clients understand deployment health.
• Communicate transparently during incidents — set expectations, own the resolution narrative.
• Onboard new clients smoothly from day one.
• Oversee SRIP agent training and support; enforce SOPs; communicate product/process updates.
• Manage demo environment availability for client evaluations and internal testing.
• Ensure contract-defined service obligations are met.

Field Services

• Own diagnosis and resolution across the kiosk fleet, remote and onsite.
• Plan onsite technician visits: schedule, brief, scope, debrief, document.
• Lead hardware/software diagnostics across biometric sensors, document scanners, cameras, card printers, and network equipment.
• Resolve remote session failures and enterprise networking issues: VPN, firewall, proxy, DNS.
• Oversee remote desktop and fleet management of deployed kiosks.
• Direct log collection, parsing, analysis with depth for engineering RCA and permanent fixes.
• Coordinate third-party vendors on behalf of clients.

SRIP Services

• Own end-to-end operation of the SRIP remote agent program.
• Oversee onboarding, credentialing, access provisioning, and certification tracking.
• Manage agent performance: escalation, documentation, remediation.
• Oversee scheduling and coordination across agent pools.
•  Hold the team to session quality standards and service benchmarks.

Reporting & Analytics

• Oversee uptime, availability, and SLA compliance reporting across the fleet.
• Track and report session volume and quality metrics by account.
• Maintain client-facing usage dashboards with accurate data.
•  Use incident trend analysis to surface systemic issues to engineering.
• Deliver performance reporting to the VP of Operations and executive leadership.

Team Management

• Directly manage the Client Solutions team lead, solutions engineers, and outsourced L1 agents.
• Set KPIs, performance standards, and development plans for each team member.
• Own workforce planning, scheduling, and capacity — including after-hours and 24-hour coverage.
• Identify staffing gaps as the network scales; recommend new roles.
• Hold outsourced and third-party resources to internal standards.
• Build an accountable culture with documented escalation paths and no single points of failure.

Required Qualifications

• 10+ years in technical operations, managed services, or client-facing service delivery.
• 5+ years managing multi-function technical teams including ICs and team leads.
• Proven record managing enterprise/federal client relationships under SLA and compliance.
• Technical fluency across helpdesk, field services, networking, remote access, and cloud — engages engineering on substance.
• Experience overseeing documentation programs: SOPs, runbooks, client guides, knowledge bases, compliance docs.
• Familiarity with deployment workflows: environment setup, kiosk imaging, configuration, release rollout.
• Working knowledge of backend infrastructure: tenant config, certificate management, DNS, remote access.
• Deep experience with multi-tier helpdesk and enterprise ticketing platforms.
• Demonstrated ability to build SOPs, escalation workflows, and QA frameworks in a scaling environment.
• Strong communication; comfortable presenting to enterprise and federal stakeholders.
• Fully onsite in Fairfax, VA with travel — no remote or hybrid.
• U.S. citizen.

Preferred Qualifications

• Identity proofing, ICAM, biometrics, PIV/CAC, or NIST 800-63.
• SRIP workflows, kiosk-based service delivery, or biometric enrollment operations.
• Federal agency contract support.
• Remote session diagnostics, AWS, DNS management, certificate lifecycle.
• BeyondTrust, remote desktop tooling, kiosk fleet monitoring.
• ITIL, PMP, or equivalent certification.

Signals We Look For

• You can walk through triaging a production kiosk outage across a multi-client environment — alert to root cause to client communication to engineering escalation.
• You have owned high-stakes client relationships and can describe a time a client was at risk and how you turned it around.
• You communicate proactively and clearly, without hiding behind ticket statuses.
• You have stepped into a technical ops function that needed structure and built it — documentation, process, escalation paths.
• You think in process: every agent trained the same, every ticket documented the same, every incident review produces a corrective action.
• You hold vendors and outsourced teams to your own standard, and know when to escalate vs. own it.

What Success Looks Like

• Escalation paths formalized and L1/L2/L3 boundaries enforced within 60 days.
• SLA compliance tracked, reported, and trending upward.
• Clients satisfied and genuinely supported — not just managed. Retention is not a concern.
• The Senior Manager is the operational voice clients know, trust, and call first.
• SRIP agents consistently trained, monitored, and performing to benchmarks.
• The team scales smoothly as clients and stations are added — no single points of failure.
• At 12 months: staffing addressed, reporting live, client health strong, function structured for the next stage.