Senior Mission Readiness Manager, Intelligence Systems

Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century’s most innovative companies to the defense industry, Anduril is changing how military systems are designed, built and sold. Anduril’s family of systems is powered by Lattice OS, an AI-powered operating system that turns thousands of data streams into a realtime, 3D command and control center. As the world enters an era of strategic competition, Anduril is committed to bringing cutting-edge autonomy, AI, computer vision, sensor fusion, and networking technology to the military in months, not years. ABOUT THE TEAM Anduril Intelligence Systems (AIS) is focused on positioning Anduril as a lead provider of specialized engineering and products for Intelligence Community (IC) customers. We work within the IC to understand their requirements, shape their concepts of operation, and deliver exquisite capability across their problem set. We aim to develop and deploy critically needed capabilities that address our customers' most pressing national security requirements. ABOUT THE JOB We are seeking an experienced and highly motivated Mission Readiness Manager to lead our 24/7/365 technical support operations for critical US Government programs. This pivotal role requires a seasoned leader with a strong technical background, exceptional customer service acumen, and a proven track record of managing high-performing teams in a demanding government contracting environment. The ideal candidate will be responsible for ensuring the seamless delivery of technical support services, optimizing operational efficiency, maintaining the highest standards of availability and reliability, and ensuring strict adherence to government requirements and Service Level Agreements (SLAs). You will foster a culture of proactive support, continuous improvement, and exceptional customer satisfaction for our federal clients. WHAT YOU’LL DO Leadership & Team Management: Lead & Develop: Manage, mentor, and schedule a high-performing, 24/7/365 multi-tier support team; foster a culture of accountability and continuous learning. Escalation Management: Handle critical incidents, complex technical escalations, and crisis communications with government stakeholders. Help Desk & Support Operations: Service Delivery: Optimize ITIL-aligned operations (Incident, Problem, Request) to consistently meet or exceed SLAs and OLAs. Continuous Improvement: Monitor KPIs and leverage knowledge management to improve first-call resolution rates and self-service capabilities. Cross-Functional Collaboration: Partner with engineering, infrastructure, and security teams to resolve complex technical issues. Operational Sustainment & Compliance: Security & Compliance: Ensure all support activities align with US Government security policies and regulations (NIST, FedRAMP, CMMC). Sustainment & DR: Support disaster recovery (DR), business continuity (BC) planning, and the lifecycle management of support tools. Government Client Engagement: Stakeholder Liaison: Serve as the primary point of contact for government clients, aligning support delivery with mission priorities. Reporting & Trust: Build strong client relationships through transparent communication and regular performance briefings. REQUIRED QUALIFICATIONS 8+ years of IT operations or support experience, including 3+ years managing and scheduling a 24/7/365 multi-tier team. Practical experience applying ITSM frameworks, specifically ITIL (v3 or v4) best practices. Hands-on expertise with enterprise ITSM platforms (e.g., ServiceNow, Jira Service Management, Remedy). Excellent presentation and communication skills, with a proven ability to translate complex technical concepts for senior government stakeholders. Strong analytical skills with a track record of using operational metrics and KPIs to drive service improvements. Cu