Description:

Job Title: Enterprise Operations Manager -End User Support

Job Summary

The Enterprise Operations Manager’s key role is to drive efficiency of organizational processes and to help maintain and grow this standard in addition to overseeing daily activities. They utilize a sharp business mind and proven success in managing multiple departments and/or functions for maximum productivity. This person must be highly skilled in staffing, finance, process and IT management, and be able to develop and maintain an environment of trust within the operations team. In summary, the Operations Manager is a creative problem-solver and an excellent leader who is able to prioritize productivity and drive operational efficiency.

Experience

-Minimum of 10 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations across end user services and infrastructure operations.

-At least 5 years of proven experience managing a program with at least 150 personnel delivering Enterprise Operations Support Services.

-At least 5 years of experience interfacing and presenting to executives.

-Must possess PMP Certification or equivalent.

-Must possess a Bachelor’s degree. Degree may be substituted with 5 additional years of related experience.

Duties and Responsibilities

-Provide technical/management leadership on all enterprise tasks and technology assignments, including the supervision of operations within Infrastructure and --End User Operations.

-Serve as focal point for all concerns and establish goals and plans that meet project objectives.

-Ensure a timely process through which problems are controlled, recognized, researched, and escalated to parties needed to resolve.

-Coordinate the review and update of all documentation and operational tasks used by the EOC.

-Ensure that all members of the End User and Infrastructure staff are trained and comply with processes.

-Support the overarching Enterprise Operations Manager alongside the Infrastructure Operations Manager and the End User Operations Manager.

Top Qualifications, Skills, and Job Role Specific Requirements

Technical and Management Skills

-Minimum of 10 years of experience in managing End User Services and Infrastructure Operations teams and technologies (Help Desk, Exec Help, Enterprise Operations Center, Server, Storage, Cloud, Security, etc.).

-Experience with Enterprise Operations Centers and outage management, Root Cause Analysis.

-Experience in Problem & Incident Management, Ticket Queue Management & Quality.

-ServiceNow experience is required, with the ability to coach teams on how to get effective metrics from the tool.

-Possesses strong business acumen; understands Government contracts and the financial impacts of hiring/resourcing decisions.

-Leadership and Collaboration

-Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.

-Ability to coach teams and hold them accountable.

-Strong collaboration skills using a solutions and customer-service-oriented approach.

-Organizational and Communication Skills

-Ability to work independently and manage multiple demands on time, in a hybrid environment.

-Must possess exceptional communication skills and the ability to meet aggressive timelines in a very fast-paced environment.

-Strong customer service skills and the ability to multitask between hardware and software solutions.

Additional Skills & Qualifications:

Candidate must meet an IDIQ requirement to have the the ability to obtain a Public Trust.

Must be reliable and have independent transportation.

Responsibilities:

Team Management:

o Supervise 120 employees and 4-5 Team Leads

o Manage different personalities at different skill levels

o Mentor and coach managers

Customer Facing:

o Engage with DOT customer frequently and brief them.

o Provide thought leadership and accurate reporting

o Handle customer-facing tasks and manage relationship with customer with high standards.

Operational Duties:

o Brief high-level personnel and create articulate presentations

o Manage service desk (tier 1/2), executive help (Nate), field support (Mark), VTC (3), and web conferencing (3)

o Oversee infrastructure team (Conte’s team) and EOC enterprise

o Handle major outages and be proactive in crisis situations

o Ensure ticket management and reinforce ticket hygiene practices

o Understand and create SLA strategies

o Proficient in ServiceNow for creating reports, graphs, queries, and incidents

o Assist in candidate interviews and staffing

Experience Level:

Expert Level

Eligibility

requirements apply to some benefits and may depend on your job classification

and length of employment. Benefits are subject to change and may be subject to

specific elections, plan, or program terms.  If eligible, the benefits

available for this temporary role may include the following:

§ Medical,

dental & vision

§ Critical

Illness, Accident, and Hospital

§ 401(k)

Retirement Plan – Pre-tax and Roth post-tax contributions available

§ Life

Insurance (Voluntary Life & AD&D for the employee and dependents)

§ Short

and long-term disability

§ Health

Spending Account (HSA)

§ Transportation

benefits

§ Employee

Assistance Program

§ Time

Off/Leave (PTO, Vacation or Sick Leave)

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.