IT Operations Manager

2 months ago

Washington, United States ValidaTek Full time
Job Description

Job Title: IT Operations Manager

Job Summary:

ValidaTek is seeking an experienced IT Operations Manager to lead our IT Operations Center (NOC and Service Desk) team. The successful candidate will be responsible for managing staff and performance in accordance with specified objectives, providing leadership and expertise for all related operations center functions, and ensuring efficient processes and performance monitoring and improvement measures.

Key Responsibilities:

  • Plan, organize, and manage tasks and direct resources to operate and maintain the IT Operations Center (NOC and Service Desk)
  • Implement IT Service Management (ITSM) processes, including change management, knowledge management, problem management, and issue resolution
  • Organize and manage staff to ensure stability of customer's infrastructure, maintain a 24x7x365 staffing schedule, develop and retain highly responsive and customer-focused team, ensuring all personnel are well-qualified, effective, and fully utilized
  • Serve as the technical liaison between clients, customers, technical teams, and vendors to resolve issues as needed
  • Manage tools, systems, and standard operation procedures, and provide technical oversight related to the overall health and maintenance of the IT Operations Center
  • Ensure adherence to operational metrics and reporting requirements, assess customer feedback, and ensure continuous process improvement and compliance to CMMI and ISO quality standards
  • Communicate and collaborate with government clients/stakeholders and manage delivery expectations for effective and efficient program delivery, issue resolution, and support of projects and initiatives

Requirements:

  • Bachelor's degree + 10 years of experience managing IT enterprise operations
  • At least three years of experience leading high-performing NOC/Service Desk teams of 20+ IT staff in a 24x7 mission-critical environment
  • Knowledge of IT Operations Center functions and experience managing using ServiceNow in support of ITSM processes
  • Experience with IT project management methods used throughout DHS or similar federal agencies
  • Top Secret Clearance required
  • Must be able to obtain USSS Suitability clearance
  • Ability to manage in a dynamic work environment and coordinate multiple concurrent projects
  • ITIL v3 certification preferred
  • PMP Certification preferred

Salary: $95,577.60 - $159,296.00 per year

EEO Statement: ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

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