IT Operations Manager

6 days ago


Hyattsville, Maryland, United States Transdev Full time
About the Role:

Transdev is seeking a highly motivated and experienced IT Manager to ensure the seamless operation of all information technology and communications systems within our Operations Control Center (OCC).

In this critical role, you will be responsible for providing desktop support, maintaining key software systems, and collaborating with various stakeholders to keep the OCC running smoothly.

  • Key Responsibilities:
  • Manage all OCC-related IT functions and equipment provided by WMATA, including desktops, servers, networks, and communication devices.
  • Provide efficient and responsive desktop support to OCC staff, resolving technical issues promptly and effectively.
  • Manage and support the Customer Management System (CMS) for optimal performance and user experience.
  • Liaise directly with WMATA IT staff on network connectivity, system integrations, and technical issues.
  • Monitor all IT equipment and systems, proactively identifying and troubleshooting potential problems.
  • Serve as the primary point of contact for IT vendors, OCC Contractor IT support, and WMATA for all OCC-related IT matters.
  • Collaborate with WMATA and other contractors to resolve IT-related issues, including providing after-hours, weekend, and remote support for other MetroAccess contractors needing access to OCC systems.
  • Generate weekly reports on IT system performance, user activity, and incident resolution.
  • Manage and oversee all telephony systems and units within the OCC in partnership with WMATA.
  • Stay up-to-date on emerging technologies and best practices in IT infrastructure and communication systems.
Requirements:
  • Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or 5+ years of progressive experience in IT support, applications implementation, and training.
  • Strong understanding of desktop support principles and experience troubleshooting hardware and software issues.
  • Proven experience with Customer Management Systems (CMS) and similar enterprise applications.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work independently and as part of a team in a fast-paced and demanding environment.
  • Experience with transportation-related applications, especially Trapeze PASS, is a significant plus.

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