Operations Manager

12/8/16
ManTech (www.mantech.com)
Other

/yr

  Full Time   Employee   Contractor


Herndon
Virginia
United States


Primary Duties/Responsibilities:


• Lead multiple functional teams of employees providing 24x7 technical service and support
• Manage all aspects of multi-team performance, including training, mentoring, and coaching subordinate managers and team leads. Monitors day-to-day multi-team input into Remedy ticket system
• Conduct interviews with prospective line management candidates
• Review and sets development and performance goals for subordinate managers
• Coordinates with Program Manager and other Managers to execute complex tasks
• Monitor assigned Incident and Work Order ticket volume and team performance in Remedy system to promote high technician availability and minimal wait times for end users
• Resolve escalated tickets to the help desk involving complex problems and/or difficult end users
• Monitor usage of consumable and non-consumable (durable) inventory items, notifying appropriate government personnel to resupply as needed to maintain adequate stockpiles.
• Notify appropriate contractor and government personnel in the event of a widespread network resource outage
• Informs line managers and staff of changes in policies and procedures






Qualifications:


• Bachelor’s Degree and three or more years of experience managing a 24x7 service desk
• ITIL certification required
• Experience resolving customer service-related problems
• Experience managing technical employees
• Experience managing subordinate managers of staff
• Experience and ability to communicate with executive level government and contractor personnel
• Analytical, diagnostic, problem solving and communication skills


Clearance: Ability to obtain/maintain Secret clearance.






Certifications:
• ITIL Advertisement

To apply for this job, contact:
Human Resources

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