Fairfax Operations Lead

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Join us to drive positive, lasting change that moves missions and the government forward!

Job Description

The Fairfax Workstream Lead is responsible for the day-to-day operational leadership, workforce management, customer support coordination, and continuous improvement of Fairfax escort operations. This role serves as a primary liaison between program leadership, operators, shift supervisors, customer stakeholders, and supporting workstreams to ensure consistent service delivery, operational readiness, and workforce effectiveness.

Key Responsibilities

Lead day-to-day Fairfax escort operations across multiple shifts and workstreams

Manage monthly staffing schedules to ensure adequate operational coverage

Monitor staffing levels, personnel availability, holiday coverage, inclement weather readiness, and surge support requirements

Serve as a primary escalation point for operator, customer, and operational issues

Monitor operational queues, incidents, alerts, and service health dashboards to ensure timely response and resolution

Coordinate responses to operational impacts, outages, and service disruptions while ensuring appropriate escalation paths are followed

Join and coordinate bridge calls supporting active incidents, outages, and customer escalations as necessary

Oversee White Glove operations, high-severity incident requests, on-call schedules, and weekend coverage rotations

Manage Shift Supervisors and Technical Leads to manage operational priorities and unresolved work items

Workforce Management & Personnel Leadership Track onboarding, training, and workforce readiness activities for new team members

Track workforce staffing requirements, recruiting activities, hiring efforts, interviews, and personnel allocations

Manage shift changes, workstream transfers, schedule modifications, and staffing requests

Support performance improvement initiatives, employee development, mentoring, and career growth activities

Manage workforce audits, quality reviews, and operational scorecard reporting

Proactively identify workforce concerns and partner with leadership to drive appropriate actions and resolutions

Serve as a Fairfax Business Continuity Planning (BCP) Coordinator and support execution of continuity procedures during operational disruptions

Coordinate personnel accountability, failover activities, communications, and resource allocation during continuity events

Ensure operational response procedures are followed for incidents impacting Fairfax services

Manage coordination of high-severity incidents and Requests for Assistance (RAs), ensuring response timelines and support obligations are met

Support root cause analysis, lessons learned activities, and corrective action tracking following major incidents

Maintain and oversee Azure DevOps (ADO) boards, task assignments, project tracking, and action item management

Develop and maintain operational documentation, knowledge articles, standard operating procedures, and process guides

Track program deliverables, operational metrics, and key performance indicators (KPIs)

Prepare and deliver weekly operational reviews, monthly business reviews (MBRs), and executive status reports4

Support customer communications, leadership briefings, operational reporting, and presentation development

Ensure knowledge repositories remain current, accurate, and aligned with operational requirements

Technical Operations & Process Improvement Participate in technical operations reviews and cross-functional leadership meetings

Partner with technical leads to support operational readiness, system changes, and service improvements

Monitor service health, tool performance, operational alerts, ticket queues, and workload trends

Coordinate support for operational impact investigations, volume surges, customer escalations, and outage response activities

Identify opportunities to improve efficiency through automation, process optimization, reporting enhancements, and standardization

Support implementation of AI and automation solutions using Microsoft Copilot, Power Automate, Power Apps, Power BI, and related Microsoft technologies to improve operational effectiveness and reduce manual effort

Support planning and execution of employee engagement activities, team events, recognition programs, and workforce initiatives

Foster a collaborative, customer-focused, and high-performing team culture

Promote adherence to operational standards, compliance requirements, and program expectations

Here's What You Need

Bachelor's degree or equivalent experience

5+ years of experience in operations leadership, workforce management, program management, service delivery, or related fields

Experience leading operational teams in a fast-paced, customer-facing environment

Strong knowledge of workforce scheduling, staffing coordination, resource management, and personnel administration

Experience managing operational escalations, incident response, or service delivery functions

Advanced proficiency with Microsoft Office 365, including Excel, Outlook, PowerPoint, Teams, SharePoint, and related collaboration tools

Experience developing operational metrics, reports, dashboards, and executive presentations

Ability to work on-site and support occasional after-hours or weekend operational requirements

Must be willing and able to travel locally between customer and program sites as needed to support operations, personnel management, training, and incident response activities

Bonus Points If You Have

Familiarity with Azure Incident Management (IcM), Azure DevOps (ADO), service health monitoring tools, and operational escalation processes

Experience supporting business continuity planning and operational resilience activities

Experience implementing automation and AI-enabled workflow improvements through Microsoft Power Platform and Microsoft Copilot solutions. Supervisory, team lead, or people management experience

Security Requirements

U.S. Passport Required

Must have an active TS/SCI with polygraph

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$116,900 — $243,100 USD

What We Believe

As a company wholly dedicated to serving the US federal govern