Point of Contact Centre Operations Lead

Company Overview

Metrea delivers effects-as-a-service to national security partners across five domains and more than a dozen mission areas. These include airborne ISR, electronic warfare, secure communications, aerial refueling, special air missions, aerial firefighting, and advanced simulation. We own the whole stack: designing, building, and operating turnkey capabilities that give our partners decisive, asymmetric advantage against rapidly evolving threats.

Our operating model is built around three interlocking pillars. The Support Groups provide a global shared-service – spanning people, finance, platform, operations, legal, and engagement. This frees up our Core Groups, who develop and own mission capabilities end-to-end, to focus entirely on delivery. The Market Groups apply a regional lens, ensuring that our agile and adaptable capabilities remain aligned to the wicked problems that matter most to our partners across the Americas, EMEA, and Asia-Pacific.

At the heart of our model is a simple but powerful idea: be a true partner with skin in the game. Our partners need effects, not just equipment. By owning the full stack – from the lab to the field – we are able to drive a continuous cycle of innovation that keeps our partners ahead. It's a fast-moving, intellectually demanding environment where talented people are given real responsibility, work on problems that matter, and contribute to an enterprise that is growing quickly and deliberately.

Headquartered in Washington, DC, with facilities across the United States, the United Kingdom, as well as Continental Europe and Asia-Pacific.

Position Summary

In this role, you will lead the day-to-day performance of Metrea's on-site 24/7 Point of Contact Centre in Greece. You will direct Service Desk, Network and Cybersecurity, and Aviation Application Support analysts; control work across shifts; and act as the senior operational escalation point for service disruption. You will be successful if you combine people leadership, service management and sound operational judgement with clear customer communication.

What You'll Do

• Lead the on-site centre and maintain effective operational control across all shifts and support disciplines.
• Build and maintain rosters that provide the approved coverage, competence, access and escalation support.
• Monitor incident queues, alerts, backlogs, response times, resolution performance, aged work and customer communication.
• Set shift priorities, rebalance work and act as the senior operational escalation point for priority and major incidents.
• Coordinate analysts, specialist teams, suppliers and customer representatives during service disruption.
• Manage analysts through objectives, one-to-ones, performance reviews, coaching, wellbeing support and development plans.
• Maintain a competency matrix and control duties and system access according to demonstrated capability.
• Own the junior rotational programme, including mentors, rotation objectives, reviews and second-year specialisation recommendations.
• Review ticket quality, handovers, knowledge, process adherence and service performance, and report risks and improvement actions.
• Maintain operating procedures, major incident arrangements, business-continuity playbooks and compliance with security and site requirements.

What You Bring

Must Haves

• Proven line-management experience in a service desk, IT contact centre, NOC, SOC or application-support operation.
• Experience leading a 24-hour, shift-based or high-availability service and managing coverage, handovers and escalation.
• Broad practical understanding of end-user support, networks, cybersecurity, infrastructure, identity and business applications.
• Experience managing incidents, service levels, backlogs, major incidents, customer escalations and suppliers.
• People-management experience covering onboarding, objectives, coaching, performance, wellbeing and development.
• Strong written and verbal communication, service-data analysis and sound judgement under pressure.

Nice to Haves

• Management experience in aviation, transport, defence, government, managed services or another operationally critical environment.
• Experience establishing, transitioning or materially improving a service desk or operations centre.
• ITIL, Microsoft, cybersecurity, networking, leadership or people-management training.

Additional Eligibility Qualifications

• Ability to complete any additional customer, site, identity or privileged-access checks required for assigned duties.
• Availability to provide shift-aligned leadership and participate in an agreed out-of-hours escalation arrangement.
• Ability to attend the site outside planned hours when required for major incidents, staffing emergencies or critical service activity.

Benefits

Benefits will be provided in accordance with the employing Metrea entity, local policy and applicable Greek law. Details of the Greece benefits package will be confirmed during the recruitment process. Metrea supports role-relevant learning and professional development.

Work Authorization / Security Clearance

The employee must hold the legal right to work in Greece, or obtain it before employment begins, and must be able to provide the required right-to-work documentation.

AAP/EEO Statement

Metrea is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other characteristics protected by applicable law.

Position Type and Expected Hours of Work

This is a full-time, on-site leadership position. The role works a shift-aligned schedule and participates in an agreed out-of-hours escalation arrangement. Attendance outside planned hours may be required during major incidents, staffing emergencies or critical service activity. Working time and rest arrangements will follow applicable Greek law and company policy.

Work Environment

Greece. This is an on-site role and is not designated for routine remote working.

This role operates in an on-site office and technical support environment. Work is primarily computer-based and may involve extended use of display screens, telephones or headsets.

Travel

Occasional travel may be required for customer meetings, training, supplier engagement or support to another approved site.

Our Firmware

At Metrea, our single core value is Rooted in Humility, and our four cornerstone attributes are Entrepreneurial, Systematic, Discerning, and Over-Deliver. These form what we call our Teammate Firmware. Just like technical firmware connects software and hardware, our Firmware is the constant interface between our mission and our people. It defines how we show up, how we work together, and how we solve complex problems.

Our team Firmware creates a web-like, hyper-collaborative, dynamically hierarchical way of working that helps us adapt quickly, communicate openly, and distribute decision-making to where expertise actually lives. It enables groups to self-organize around hard problems, shift fluidly as priorities evolve, and operate with the trust, curiosity, and discipline required in a complex mission space. This foundation allows us to deliver elegant, effective solutions and uphold our purpose: protecting our precious inheritance.