Operations Manager
9/13/17
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