Operations Manager
Operations Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team we provide cutting-edge technology services designed to achieve success and exceed expectations.
At DVS we prioritize our employees as our greatest asset. We offer competitive compensation comprehensive medical benefits a 401(k) match generous PTO accrual professional development reimbursement corporate-funded technology certifications and robust employee recognition and appreciation programs.
Location: Ashburn VA (On-site) Clearance Requirement: U.S. Citizen or Lawful Permanent Resident (LPR) status with the ability to obtain a Background Investigation (BI)
Overview
We are seeking a highly motivated Operations Manager (Technology Service Desk (TSD) Tier 1/II) to lead our 24x7x365 Technology Service Desk (TSD) operations in support of a large mission-critical enterprise environment. The TSD serves as the primary point of contact for IT support services handling incoming calls chats emails self-service requests and incident reports from a global user base of over 65000 employees contractors and partners across 1800 locations worldwide.
This role is ideal for a customer-focused leader with proven success managing large-scale IT service desk operations driving team performance and ensuring uninterrupted access to critical IT systems.
Key Responsibilities
- Oversee 24x7x365 TSD Tier I/II Operations serving as the initial point of contact for customer support across 300 custom and COTS applications.
- Ensure staff performance aligns with TSD procedures knowledge articles and handbooks including call handling ticket creation troubleshooting resolution and escalation.
- Act as liaison between the TSD and the Enterprise Operations Center (EOC) for major incident handling including escalation monitoring and resolution verification for widespread or VIP-impacting issues.
- Manage TSD Tier II Operations for mobile device email and remote access support ensuring advanced troubleshooting for:
- Mobile device issues (e.g. AirWatch)
- Email/Microsoft Outlook functionality
- PIV card access to systems
- VPN access (e.g. Global Protect Zscaler)
- DHS Workplace remote access tool
- Microsoft Office Suite
- Windows/Active Directory
- Remote software installations
- Lead and coordinate major incident responses including bridge calls stakeholder communication and ticket escalations.
- Support the Program Manager in achieving program management objectives reporting and continuous improvement initiatives.
Required Qualifications
Education:
- Bachelors degree in a related field.
Experience:
- Minimum of 3 years IT service desk supervisory experience.
- Managing 24x7x365 Tier I/II operations with at least 50 staff.
- Supporting a workload of 3500 contacts per week across multiple channels (phone email chat self-service in-person).
- Leading major incidents including escalation management and executive-level communications.
- Managing geographically dispersed staff across 2 locations (desired).
Certifications:
- PMI PMP (required)
- ITIL v4 (required)
- HDI Desktop Support Manager or HDI Support Center Director (preferred)
If you thrive on solving complex problems and building meaningful connections wed love to hear from you. Join our team and make an impact today!
Physical and Mental Qualifications:
- Maintain focus and awareness throughout scheduled working hours.
- Perform tasks requiring prolonged periods of sitting or standing at a desk utilizing a computer mouse and keyboard.
- Lift and move objects weighing up to 15 pounds as needed.
- Exhibit excellent verbal and written communication skills with a strong command of the English language.
- Demonstrate the ability to work independently while also collaborating effectively as part of a team.
- Quickly learn and retain routine tasks and processes.
- Possess strong organizational skills attention to detail business correspondence proficiency and self-management capabilities.
- Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
- Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race sex (including pregnancy) age gender identity creed religion national origin sexual orientation marital status genetic information disability political affiliation protected veteran status or any other status protected by federal state or local law.
DVS has a zero-tolerance policy for harassment threats coercion discrimination and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246 Section 503 of the Rehabilitation Act of 1973 as amended Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974 or the Veterans Employment Opportunities Act of 1998.
Required Experience:
Manager
Employment Type
Full-Time
