IT Operations Manager

Evolver LLC.
Washington, DC
Oct 03, 2022
Oct 07, 2022
Full Time
OverviewEvolver is seeking an Operations Manager / Deputy Program Manager to lead a team of 32 (3 team leaders) IT professionals on a federal support services contract. The contract includes aspects of IT support including Tier 2/3 Service Desk Support, Laptop Imaging and Deployment, Inventory and Asset Management, VIP (White Glove) Desktop Support, Training, and Quality Assurance. This position also serves as the Deputy Program Manager and works in close collaboration with other teams and client staff to advance support objectives including efficiency, customer satisfaction, and overall effectiveness of IT resources. This an essential position and requires work on-site Monday through Friday in Washington, DC (next to Smithsonian Metro) with occasional travel to other offices in Virginia and Maryland. You and your co-workers will adhere to CDC-approved COVID-19 guidelines while on site. Essential Job Duties and ResponsibilitiesManages the day-to-day operations of Laptop Imaging and Deployment, Telecommunications, Inventory and Asset Management, and VIP Desktop Support including the management support personnel. Responsible for hiring, evaluating, scheduling, and mentoring staff Manage and complete work plan objectives and special projects Achieve high quality operations that meet Service Level Agreements resulting in high customer satisfaction levels Work with the Program Manager to improve customer service standards through process improvements, work instructions, and trainingWork directly with end users when incident, request, or problem escalation is viewed as necessary Contribute to the production of weekly, monthly, and ad-hoc reporting for the client.Respond to issues and address challenges to contract success as well as proactively identify and mitigate risks Assist in proposal development when neededKnowledge, Skills, and Abilities:Great communicator to ensure good leadership, but also enhanced relationship with customer representativesMust be a critical thinker who is detail-oriented, organized, and can work under tight deadlines. Excellent computer skills, including high level of proficiency with Microsoft Office, including Excel, Outlook, and WordKnowledge of hardware asset life cycle management processes Demonstrated excellent oral and written communication skills with the highest levels of internal and external managementWorking knowledge of Help Desk Institute (HDI) and ITIL Service Delivery best practices Have previous government contract experienceWorking knowledge of Service Delivery performance metricsFamiliarity with PMI PMBOK and/or Six Sigma practices Minimum Qualifications and RequirementsAt least 5 (Five) years' experience in a lead position for customer support operations for federal government contract chartered with large scale, multi-faceted IT support At least 5 (Five) years' experience with Remedy IT ticketing software, including the ability to create ad-hoc reports, and manage work/ticket queuesAt least 5 (Five) years' experience in a Windows 10, MS Office 365 including supporting workstations and laptopsBachelor's Degree in business, computer science, engineering, or information systems or 8 yrs of equivalent experience. Training and Certifications (required and desired)Desired: Help Desk Institute (HDI) Service Delivery certificationITIL Service Delivery CertificationProgram Management Professional (PMP) certification EOE StatementAt Evolver, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD and short term and long term disability insurance.

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