Operations Manager

District of Columbia, Washington, USA
Sep 07, 2017
Oct 12, 2017
General Dynamics
Full Time

The Operations Manager is responsible for the IT Operations in support of the Census Questionaire Assistance (CQA) 2020 across three GDIT Cloud environments utilizing best practice processes to include Incident Management, Service Request, Problem Resolution, Change Control, Knowledge Management, and Self-Service. This individual will provide oversight of Tier 1 Service Desk staff receiving service calls from call centers across the country to include Tiers 2 and 3 escalation utilizing Microsoft SCSM. Operations is responsible for Windows 10 desktop image management, deployment, and maintenance utilizing Microsoft SCCM. Operations is responsible for business system dashboard monitoring utilizing Microsoft SCOM. Operations is 7 days per week from 7AM EST to 9PM EST during the production phase. The Operations Manager is also responsible for continuous improvement of services provided, ensuring appropriate coverage is in place, accurate daily reporting, broad program awareness of trends, efficient escalation to tiers 2 and 3, and meeting customer SLA's.


7x16 IT Operations support for CQA infrastructure and ~30k endpoints

Manage a staff of 10 individuals

Managing vulnerability and risk remediation

Provide status updates on tasks in motion as well as forecast of future tasks

Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.

10-12 years of related experience, including supervisory experience in a fast paced environment. Microsoft System Center Service Manager, System Center Configuration Manager, and Microsoft System Center Operations Manager experience is a must.

Strong self-starter who can "start with the big picture" and work down to the "daily details".

US Citizenship is required.

MS Project, MS Office, Windows 10, Windows server 2012 R2, Microsoft SQL

Demonstrated ability to deploy "best practice" Project Manager Skills and tools.

Demonstrated ability to assess project risk or items in jeopardy and craft a remediation plan that assigns responsibility for improvement.

Demonstrated ability to work collaboratively.

ITIL framework experience, certification preferred

Demonstrated exceptional interpersonal skills (written and spoken).

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.


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