Operations Manager/Project Manager II (1583062)
Operations Manager/Project Manager II (1583062)
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1 Vacancy
Job Description
Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Operations Manager/Project Manager II for an exciting opportunity located in Ashburn VA.
Job Description and Responsibilities
ESM is looking for a full-time Operations Manager/Project Manager II who demonstrates the following capabilities and satisfies the Minimum Qualifications Clearance and Certification requirements. Employee responsibilities include:
- Oversee 24x7x365 TSD Tier I/II Operations that acts as the Initial point of contact for customer support for 300 custom and COTS systems/applications
- Ensure TSD Tier I/II Operations staff perform in accordance with approved TSD procedures outlined in the TSD Knowledge articles and TSD agent handbooks- including call handling ticket creation troubleshooting resolution and escalation.
- Liaise between the TSD and an Enterprise Operations Center (EOC) for major incident handling which includes identifying escalating monitoring and verifying resolution for major incidents affecting multiple customers as well as issues and requests affecting high level sensitive VIP customers.
- Oversee TSD Tier II Operations 24x7x365 for mobile device email and remote access support for customers
- Oversee advanced (second level) remote troubleshooting for incidents related to:
- Mobile device issues including issues with mobile service environment (e.g. AirWatch)
- Email and Microsoft Outlook accounts and functionality
- Personal Identity Verification (PIV) card access to customer systems
- Remote Virtual Private Network (VPN) access to customer systems (e.g. Global Protect and Zscaler for VPN access)
- Remote access using the DHS Workplace (Workplace as a Service) tool
- Microsoft Office products
- Windows and Active Directory
- Remote software installations
- Supports the Program Manager in accomplishing Program Management tasks
Required Knowledge Skills and Abilities (KSA)
- Excellent team skills must be thorough must have excellent communications skills written and verbal
- Ability to work in a dynamic cross-organizational team environment
- Strong dedication to provide quality customer service
- Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
- Ability to prioritize tasks and adhere to established deadlines
- Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary
Desired KSA
- Be a positive self-motivated and proactive person able to adapt to change and tolerate stressful situations
- Candidate must communicate effectively with team members management and government customer
- Experience managing staff located in 2 or more geographically separated locations
Minimum Training Education and Certifications
- A minimum of three (3) years of IT service desk supervisory experience with specific experience managing:
- 24x7x365 Tier I/II customer service operations and at least 50 staff
- Volume of at least 3500 calls/contacts per week across channels (email self-service chat phone in-person/walkup)
- Leading Major Incidents including bridge calls stakeholder communication and ticket escalations
- Bachelors degree in related field
- Required Certifications include PMI PMP ITIL v4 HDI Desktop Support Manager or HDI Support Center Director (Preferred)
Minimum Clearance
- CBP Background Investigation (BI)
Physical Requirements
- Ability to sit stand walk for extended periods of time
- Ability to use a computer
Additional Requirements
- Other duties as assigned
- S. citizens or have Lawful Permanent Resident (LPR) status
ESM provides equal employment opportunity to all individuals regardless of race color creed religion gender age sexual orientation national origin or ancestry disability genetic information veteran status gender identification or any other characteristic protected by state federal or local law.
Required Experience:
IC
Employment Type
Contract
