General Description
We are seeking a highly skilled and experienced Senior IT Operations Manager to oversee a hybrid operational team covering day to day Tier 2 and Tier 3 support services as well as project engineering conducting refresh and modernization activities for supported systems. The ideal candidate will be responsible for ensuring the smooth and efficient delivery of all operational and engineering processes, managing and motivating a team of employees, and implementing strategies to enhance productivity and reduce costs for our federal customer. Experience in a federal government IT environment is a must.
Major Duties & Responsibilities
A. Management and Reporting Services
- Monitoring Services: Monitor all services and ensure uptime and performance targets are met.
- Event Management: Coordinate and manage all events, ensuring that all aspects of the event are executed successfully.
- Configuration Management: Develop, maintain and update configuration management processes, tools, and documentation.
- Asset Management: Develop, maintain and update asset management processes, tools, and documentation.
- Performance Management: Develop, maintain, and update performance management processes, tools, and documentation.
- Capacity Planning: Develop, maintain, and update capacity planning processes, tools, and documentation.
- Network & Systems Security: Develop, maintain, and update network and systems security policies, procedures, and controls.
- Systems / Configuration Back-ups & Disaster Recovery: Develop, maintain, and update backup and disaster recovery processes, tools, and documentation.
- Technology / Industry Assessments: Conduct regular assessments of technology and industry trends, and recommend new technologies, tools, and processes to enhance operational efficiency and reduce costs.
- Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.
B. Technical Oversight Services (Must have demonstrated experience with the technology stacks)
- UCC Voice/Call Center System: Oversee the operation of the UCC voice/Call Center system, ensuring that all users receive high-quality service.
- Microsoft-Skype for Business: Oversee the operation of the Microsoft-Skype for Business system, ensuring that all users receive high-quality service.
- Video Infrastructure and Web Collaboration: Oversee the operation of the video infrastructure and web collaboration system, ensuring that all users receive high-quality service.
- Conference Room: Oversee the operation of conference rooms, ensuring that all users have access to high-quality facilities.
- Software Eng/Dev/VideoCast): Oversee the operation of software engineering, development, and videocasting, ensuring that all users receive high-quality service.
- Messaging Infrastructure: Oversee the operation of the messaging infrastructure, ensuring that all users receive high-quality service.
- Other Services: Oversee the operation of other services, ensuring that all users receive high-quality service.
Basic Qualifications
- Strong leadership and communication skills
- Able to manage multiple projects and priorities simultaneously
Experience/Education
- 7+ years of managing IT operations and engineering in a federal environment supporting a user community of over 25,000
- Bacheloer’s degree in computer science or a related field
- ITIL v4(Required)
- PMP(Strongly Preferred)
Job Type: Full-time
Pay: $150,000.00 - $165,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- What is your salary requirement?
Education:
Experience:
- Operations management in a federal environment: 7 years (Required)
License/Certification:
- ITIL Certification (Required)
- PMP (Preferred)
Ability to Commute:
- Bethesda, MD 20892 (Required)
Ability to Relocate:
- Bethesda, MD 20892: Relocate before starting work (Required)
Work Location: In person
