Job Description:

As a trusted Microsoft partner supporting critical Federal missions, the Junior Operations Lead supports day-to-day operations within Microsoft's Secure Operations Centers (SOCs), helping ensure the successful delivery of mission-critical services supporting Azure, Microsoft 365, and other cloud platforms. This role works closely with program leadership, customer stakeholders, and operational teams to coordinate activities, monitor service delivery, support workforce operations, and help drive continuous improvement initiatives across a 24x7x365 environment. The Junior Operations Lead provides operational support across multiple workstreams, including: Livesite Engineering Identity Management Network Operations Technical Operations (Secure Workspace Operations) Customer Experience (CXP) Operating from Microsoft SOC locations in Redmond, WA, Reston, VA, and Annapolis, MD, the Junior Operations Lead assists with site operations, workforce coordination, customer engagement, reporting, and operational readiness initiatives while developing leadership and program management experience.

Responsibilities Include:

• Operational Support & Coordination
  • Support daily operational activities across assigned workstreams and locations. 
  • Help ensure continuous operational coverage and coordination in a 24x7x365 environment.
  • Monitor operational health, service delivery metrics, and resource utilization.
  • Assist with process improvement initiatives, documentation updates, and automation efforts.
  • Support incident response activities, operational readiness exercises, and contingency planning efforts.
  • Partner with site leadership and team leads to address operational challenges and implement solutions.
  • Assist with coordinating site activities and supporting regional operational requirements.
• Customer & Stakeholder Support
  • Build positive working relationships with customers, team leads, and stakeholders. 
  • Support customer meetings, operational reviews, and status discussions.
  • Prepare and provide operational reports, status updates, and performance metrics.
  • Assist in tracking risks, issues, and action items while helping drive them to resolution.
  • Collaborate with customer teams and operational personnel to improve service delivery and customer satisfaction.
• Team & Workforce Support
  • Assist with onboarding and training activities for new personnel. 
  • Support employee engagement, training, and professional development initiatives.
  • Participate in interviewing and candidate evaluation activities.
  • Coordinate with staffing partners and subcontractors to support workforce planning and staffing actions.
  • Foster a collaborative, customer-focused team environment. Help identify opportunities for operational improvements and team growth.
• Program Support & Continuous Improvement
  • Assist with maintaining operational dashboards, KPI reporting, SLA tracking, and performance metrics. 
  • Support special projects, process improvement efforts, and capability enhancement initiatives.
  • Help develop Standard Operating Procedures (SOPs), knowledge articles, and operational documentation.
  • Contribute ideas for expanding operational capabilities and improving customer support.
  • Assist leadership in identifying opportunities for workstream growth and service expansion..

Here’s What You Need:

• Bachelor's Degree and 3+ years of relevant experience, or 5+ years of equivalent professional experience in lieu of a degree.
• Experience supporting operations, service delivery, project coordination, or technical support environments.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, SharePoint, Power Automate, PowerBI and Teams.
• Ability to travel to regional sites as needed.
• Ability to support shift operations and after-hours coordination when required.

Bonus Points If You Have:

• Experience supporting Azure, Microsoft 365, or other cloud technologies.
• Experience working in a Secure Operations Center (SOC), Network Operations Center (NOC), help desk, service desk, or managed services environment.
• Familiarity with operational metrics, KPI reporting, or dashboard development.
• Experience creating SOPs, technical documentation, or knowledge management content.
• Exposure to Power BI, Power Automate, or other Microsoft Power Platform technologies.
• Experience supporting classified, air-gapped, or high-security environments.
• Experience working with subcontractor teams or multiple stakeholder organizations.
• Interest in team leadership, operational management, and program growth opportunities.

Eligibility Requirements: 

• Active TS/SCI with Polygraph Clearance
• Valid US Passport