IT Operations Manager

IT Operations Manager

Requirements

• 15 + years of related experience
• BA/BS degree – may substitute additional years of experience
• Must possess and maintain a SECRET Clearance
• 8570 IAT III Compliant Certification
• Experience with providing leadership and team management in enterprise IT support environments within mission critical networks, specifically with services in the following area; Windows infrastructure services (DHCP, DNS, Authentication, Active Directory, SQL, Exchange, PKI, MFA, or Virtual Server and Client Services, Storage, or Linux)
• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes and incident response that yielded improvements in customer satisfaction and resulted in cost reductions
• Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government
• Experience in effectively communicating with Government personnel, including agency executives.

Responsibilities

• Serves as a team lead and manages personnel across the globe in different time zones.
• Perform people manager duties including administrative tasks, hiring actions, personnel performance, and personnel professional development.
• Manages delivery of IT services and projects transitioning from Engineering to Operations for all end-user and customer-facing IT services and solutions.
• Ensures end-to-end delivery of services based on Government-approved ITSM (best practices) processes.
• Plans, designs, assigns, and directs training and support goals that align with the approved customer technical roadmap and documents.
• Provides guidance and direction to program and operations activities to meet customer’s and organization’s business objectives. Serves as a liaison with Government customers to coordinate activities, negotiate tasks, and solve problems.
• Provides the expertise, best practices, and agility to maintain the constant changes and evolution of the enterprise IT environment to meet the demands of the US BICES-X mission.
• Maintains working partnerships at all levels of the US BICES-X organization (i.e., strategic, tactical, and operational) to cohesively manage, and maintain systems, applications, and technology within the Enterprise.
• Supports day-to-day operational activities to deliver end-to-end enterprise-level monitoring, management, administration, performance optimization, and maintenance for assigned IT service areas, devices, applications, and infrastructure.
• Provides recommendations and sustainment support of physical devices and software applications inclusive of hardware, software that are required to develop, test, deliver, monitor, control, purchase, or support IT services necessary to operate the entire Enterprise.
• Ensures proper relationships are established between customers, teaming partners, and vendors to facilitate the delivery of information technology services.
• Performs complex administrative and analytical tasks in support of contract program deliverables.
• Assures quality of program products, services, and deliverables, including participating in reviews, audits, and site visits.
• Participates in quality assurance inspections, and customer satisfaction.
• Participates in program financial management services, including financial analysis, budget and cost quote preparation, cost management, and reconciliation.

Preferred Qualifications

• Experience supporting multinational customers preferred.
• Experience with direct customer support for both internal and external customers.
• Experience with Tiered support, catalog requests and Incident Response.
• Experience with Service Now ticketing platform, or similar application.
• Experience with managing teams in the Vulnerability Management lifecycle to include, Server STIGs, patching, Tenable, ACAS, SCCM (MECM), and IAVA vulnerabilities.
• ITIL V4, PMP or Project Experience, or specific Information Technology Certification and experience.