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Senior Services Operations Manager

2 months ago


Tampa, Florida, United States General Dynamics Information Technology Full time

Job Summary:

General Dynamics Information Technology (GDIT) is seeking a Senior Services Operations Manager to lead all aspects of service operations and projects for the USCENTCOM Information Technology Services (CITS) Program. The successful candidate will direct Service Desk, Desktop Services, Wireless, and SecureView teams, providing subject matter expertise on improving customer support and implementing disciplined program, project, and engineering processes.

Key Responsibilities:

  • Lead Service Desk, Desktop Services, Wireless, and SecureView teams to ensure efficient and effective service delivery.
  • Provide subject matter expertise on improving customer support and implementing disciplined program, project, and engineering processes.
  • Oversee Incident and Problem Management processes and maintain awareness and coordination with all aspects of Major Incident Management.
  • Ensure all associated projects, initiatives, and processes are in conformance with the organization's established policies, procedures, and objectives.
  • Support Service Design and Transition actions and implement Continual Service Improvement tasks in coordination with operations teams.
  • Drive vendor engagements to ensure responsive Tier IV support and to ensure technology innovation analysis to best inform future enterprise consideration.

Requirements:

  • Bachelor's Degree with a focus in computer science, engineering, or a related field of study and at least 8 years of experience.
  • Applicable DoD 8140 or DoD 8570 Certification.
  • 8+ years of progressive technical implementation, team leadership, and customer relationship experience.
  • Skilled in utilizing best practice engineering methods.
  • Experience in strategic planning, including contributing recommendations with supporting data and preparing and executing action plans.
  • Proven proficiency in analyzing, evaluating, and overcoming program risks across multiple project teams.
  • Demonstrated knowledge of incident management, problem management, change management, Knowledge management as well as request fulfillment.
  • Possess a minimum of five years of experience supporting high-level and Senior Government Executive customers with IT requirements.

Clearance Requirement: Active TS/SCI

Travel Requirements: Required USCENTCOM Exercise support of up to 10% Travel during the Year to OCONUS Locations