Enterprise End User Operations Manager

1 week ago

washington, United States Eliassen Group Full time

Enterprise End User Operations Manager

(requires experience leading programs near 100 individuals in size & scope)



-5x days per week onsite in Washington DC (Navy Yard) for first 6 months, then scales back to 2x days per week onsite with 3x days per week remote

-will convert to become Direct FTE after W2 Contractor period

-Compensation: $80/hour W2 during contractor period and base salary range of $160,000 to $171,000 upon conversion to become Direct FTE

-requires US Citizenship or Green Card Holder because this position will grant a Department of Transportation Public Trust


Job Description & Context:


Job Summary : The Operations Manager’s key role is to drive efficiency of organizational processes and to help maintain and grow this standard in addition to overseeing daily activities. They utilize a sharp business mind and proven success in managing multiple departments and/or functions for maximum productivity. This person must be highly skilled in staffing, finance, process and IT management, and be able to develop and maintain an environment of trust within the operations team. In summary, the Operations Manager is a creative problem-solver and an excellent leader who is able to prioritize productivity and drive operational efficiency.




Top Qualifications, Skills, Experience or Certifications:

· Minimum of 5 years of experience in managing End User Services and Infrastructure Operations teams and technologies.

o Help Desk, Exec Help, Enterprise Operations Center, Server, Storage, Cloud, Security, etc

· Management of program / enterprise sized environment with multiple teams and personnel totaling near 100 individuals. Performs Management functions such as risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.

· Ability to work independently and manage multiple demands on time, in a hybrid-environment.

· Experience with Enterprise Operations Centers and outage management, Root Cause Analysis.

· Ability to coach teams and hold them accountable

· Experience in Problem & Incident Management, Ticket Queue Management & Quality

· ServiceNow experience is required, must possess the ability to coach teams on how to get effective metrics from the tool

· Strong collaboration skills using a solutions and customer-service-oriented approach is required.

· Possesses strong business acumen; understands Government contracts and the financial impacts of hiring/resourcing decisions.




Position Title: Program Management Office

EITSS LCAT (PLC): Enterprise Operations Manager 3297C

Experience:

  • Must have a minimum of 5 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations across end user services and infrastructure operations.
  • At least 5 years of proven experience managing a program with at least 100 personnel delivering Enterprise Operations Support Services.
  • Must possess certification in one or more industry recognized service-provision standards, e.g., PMP, ITIL, CMMI, etc. or equivalent.
  • Must possess a Bachelor’s degree. Degree may be substituted with 5 additional years of related experience. At least 5 years of experience interfacing and presenting to executives.


Duties: Provides technical/management leadership on all enterprise tasks and technology assignments, to include the supervision of operations within Infrastructure and End User Operations. Serves as focal point for all concerns and establishes goals and plans that meet project objectives. Ensures a timely process through which problems are controlled, recognized, researched, and escalated to parties needed to resolve. Coordinates the review and update of all documentation and operational tasks used by the EOC. End User and Infrastructure staff and ensures that all members of the staff are trained and comply with process. The intent is that the Infrastructure Operations Manager and the End User Operations Manager will both support the overarching Enterprise Operations Manager.

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