Enterprise Operations Manager

Duties and Responsibilities

• Demonstrate expert-level knowledge of industry-accepted standards and best practices related to Project Management, SDLC, and HDI.
• Guide, direct, and develop an ITSM/ITIL maturity plan throughout the contract's lifecycle.
• Responsible for the overall synergies, coordination, and collaborations of all tiers.
• Identify areas of improvement and develop and deploy ITSM/ITIL improvements.
• Facilitate key customer meetings to understand project statuses, risks, issues, and resource requirements.
• Be the primary POC of operational escalations, determine root causes, and develop corrective action plans, ensuring they are worked to completion.
• Ensure KPIs, SLAs, and communication expectations are met across the program.
• Able to work proactively and independently while handling multiple assignments.
• Plan, initiate, and manage information technology (IT) projects.
• Lead and guide the work of technical staff.
• Serve as liaison between business and technical aspects of projects.

Basic Qualifications

• Ten (10) years managing and leading successful and consecutive commensurate experience managing 24/7/365 customer support center or enterprise service desk of 50 plus staff.
• Significant experience supporting financial/regulatory agencies (e.g., Federal Reserve Board (FRB), the Federal Deposit Insurance Corp. (FDIC), and the Securities and Exchange Commission (SEC), Office of the Comptroller of the Currency (OCC)).
• Project Management Institute (PMI) Project Management Professional certification.
• ITIL 3 or 4 certification.
• Strong technical background in the areas of IT infrastructure, network engineering, systems administration, call center, Desk-side Support, systems security, and software applications.
• Works well within a team and understands the importance of quality customer service.

Preferred Qualifications

• Bachelor’s degree in computer science/information systems.
• ITIL 4 Certification.
• HDI Certification - Support Center Manager.
• ServiceNow certification.

Benefits

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

About the Role

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Integrator!

Core Capabilities

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health ITC4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do: Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters. Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence. Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference? ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.