Technical Operations Deputy Manager

4 weeks ago


Arlington, Virginia, United States Nine Mind Solutions Full time
Job Summary

We are seeking a highly skilled and experienced Technical Operations Deputy Manager to join our team at Nine Mind Solutions. The ideal candidate will have a strong background in system operations and service desk management, with excellent communication and leadership skills.

The Technical Operations Deputy Manager will be responsible for coordinating the daily activities of the System Operations Service Desk team, orienting and training staff, monitoring incident management queues, addressing client escalation issues, and interfacing with clients as needed.

The successful candidate will be process-oriented and accountable for the overall success of the Network Operation Center. They will also be responsible for managing the SOSD team, communicating policies and expectations to staff, facilitating a high-performance team environment, and providing performance feedback and corrective action.

Key Responsibilities:

  • Manage the SOSD team consisting of up to 24 watch-standers
  • Communicate policies, expectations, and feedback to SOSD staff
  • Facilitate a high-performance team environment and employee engagement
  • Provide performance feedback and corrective action to direct staff
  • Lead activities of SOSD staff to diagnose and resolve client problems
  • Guide SOSD staff on diagnosis of potential problems and resolutions
  • Field escalated customer issues and resolve or refer to specialized experts as needed
  • Guide and coordinate projects requiring scheduling
  • Monitor and report the status of tickets and tasks assigned to the SOSD

Requirements:

  • Experience managing/supervising a Service Desk environment
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to manage multiple priorities in an efficient manner
  • Understanding of general help desk procedures and company processes
  • Ability to design and implement effective policies to achieve consistent team results

Technical Skills/Competencies:

  • Excellent computer proficiency (MS Office - Word, Excel, and Outlook)
  • Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.)
  • Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow)

Supervisory Skills/Competencies:

  • Efficient delegation and task prioritization
  • Ability to interview and select employees in accordance with company guidelines and EEOC commitments
  • Ability to coordinate and facilitate staff training
  • Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
  • Ability to manage and resolve conflicts as they arise

Desired Skills:

  • Advanced experience with Microsoft Windows Server 2016/2019
  • Experience developing and maintaining Technical Documentation and instructions
  • Ability to multi-task in a dynamic environment with changing priorities

Desired Certifications:

  • Security+

Required Education:

  • Bachelor's degree in a related technical field
  • Two years of related work experience may be substituted for a Master's degree

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