Operations and Maintenance Lead

POSITION SUMMARY

The Operations and Maintenance (O&M) Lead runs day-to-day FBIB service delivery once capabilities are live. This person is responsible for fingerprint and facial photo operations, badge production and distribution, help desk support, system availability, and the suitability review support workforce, as well as the recruiting, onboarding, and training of skilled fingerprinting and facial photo operators. The role must keep throughput, quality, and availability on target through peak hiring, when volume rises sharply in a compressed window.

CORE RESPONSIBILITIES

• Manage daily operations of the enrollment network so selectees complete fingerprint and facial photo capture in a single appointment without repeat visits.
• Run a network operations center that presents applications, hardware, facilities, staffing, and site video monitoring as one common operational picture, with each site tracked as an asset in the ticketing system.
• Lead regional support teams (a Regional Manager and site Tech Leads per region) that report daily site status, resolve closures and equipment failures, and are dispatched on site when an incident is not resolved within 24 hours.
• Forecast throughput and manage site and system capacity, then reallocate staff, equipment, and appointments to meet changing demand and surge conditions.
• Oversee operator scheduling, coverage, backfill for call-outs and no-shows, traveling operators, and site closures, including rescheduling affected selectees.
• Run centralized badge production, quality review, distribution, replacement, deactivation, and inventory reporting, producing badges only after Government-authorized issuance information is received.
• Manage the suitability determination support team that reviews case materials in CHEC, flags missing or inconsistent information, prepares case summaries and recommendations, and tracks case status. Scale the team to support up to 40,000 manual review cases per month at peak.
• Ensure the team understands that it provides support only and that final suitability determinations remain with authorized Government personnel.
• Operate the help desks for selectees and site operators, with ticket tracking, knowledge management, and escalation paths.
• Restore failed site equipment within 24 hours through a technology support center, depot, and logistics process.
• Maintain system availability through 24x7 monitoring, incident management, and problem management using ITIL-aligned processes and formal change control. Coordinate fixes with the Implementation Lead and schedule non-critical releases outside operating hours.
• Track and report operational metrics, including fingerprints processed, rejects and resubmissions, appointment utilization, badge production, case backlog, and service levels.
• Maintain site supply chains, including capture consumables and badge stock.
• Plan post-peak wind-down and decommissioning of sites, equipment, and services.

MINIMUM QUALIFICATIONS

• Bachelor's degree in operations management, information technology, business, or a related field. Additional years of relevant experience may substitute.
• 10 or more years of experience managing IT-enabled operations, including at least 5 years leading large, geographically distributed service delivery teams.
• Experience running operations with defined service levels, capacity planning, and workforce scheduling.
• Experience managing help desk or contact center operations with ticketing tools such as ServiceNow.
• ITIL Foundation certification.
• Ability to obtain a Department of Commerce (DOC) Background Investigation and Census Special Sworn Status.

PREFERRED QUALIFICATIONS

• Certified Identity Government Expert (CIGE) or equivalent identity management credential.
• Experience leading federal suitability, adjudication support, or background investigation case processing operations (5 CFR 731).
• Experience running biometric enrollment, credential production, or card issuance operations.
• Prior Decennial Census field or fingerprint operations experience.
• Lean Six Sigma Green Belt or higher.
• PMP certification.

This position is a contingent hire opportunity on a proposal proposal effort.

Pay range 160000 - 190000 USD