IT Service Desk Operations Program Manager

Job Summary

The Operations Manager is a key leadership role responsible for overseeing the day-to-day operations. This role focuses on ensuring efficient and effective processes, optimizing resource allocation, and driving continuous improvement initiatives to achieve operational excellence and meet business objectives.

Job Duties

• Directs the completion of tasks within estimated timeframes and budget constraints.
• Schedules and assign duties to subordinates and subcontractors and ensures assignments are completed as directed.
• Enforces work standards and reviews. Resolves work discrepancies to ensure compliance with contract requirements.
• Interfaces with the Contractor's Program Manager as well as Government management personnel including, but not limited to, the Contracting Officer and the Contracting Officer's Technical Representative.
• Prepares written and oral reports for contractor management and Government representatives.
• Provides competent leadership and responsible program direction through successful performance of a variety of detailed, diverse project transitioning elements.
• Develop and implement standardized procedures and workflows to enhance efficiency and productivity.
• Monitor process performance, gather data, and analyze results to track progress.
• Oversee the allocation of resources, including personnel, equipment, and materials, to ensure optimal utilization and minimize costs.
• Develop and manage operational budgets, track expenses, and identify cost-saving opportunities.
• Implement inventory control measures to ensure adequate stock levels while minimizing holding costs.
• Generate regular reports on operational performance, including progress towards goals, key metrics, and areas of concern.

Basic Qualifications

• Bachelor's degree
• Minimum 8 years of experience managing operations of an enterprise program such as help desk/service desk
• Minimum 8 years of experience providing exceptional customer service in a federal environment
• ITIL Foundation certification or higher
• Ability to obtain/maintain a Public Trust Clearance

Preferred Qualifications

• Experience managing call center and supporting staff in a high customer satisfaction environment

Pay

The starting pay range for this role is $97,391 - $162,319. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered is temporary, the position will not be eligible for incentive compensation.

Benefits

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.