DescriptionActioNet has an opportunity for an Enterprise Operations Manager requiring a Public Trust clearance in the Washington, D.C., metro area. Hybrid work is available. In this role, you will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support. You will be the first point of contact for troubleshooting hardware/software, computer systems (PC and Mac), and printer problems. You will train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications. The right candidate will work well with a team, always exhibit excellent customer service skills, and be self-motivated, seeking ways to improve the environment.
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
- Ability 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 (required):
- 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
- Help Desk Institute (HDI) Certification - Support Center Manager
- ServiceNow certification
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
********Direct Applicants, only. No Agencies, No third-party recruiters, please********
