Operations Manager at CollabraLink Technologies in Remote

At CollabraLink, we’re committed to providing federal clients with simple and intuitive solutions that increase efficiency and enhance citizen engagement. Using advanced technology, rigorous processes and trusted guidance, we’re making government more interactive, productive and secure. We understand that our employees are our greatest asset. Our goal is to create an environment where employees can do important, purposeful work and be rewarded for individual and team success.

CollabraLink is seeking an Operations Manager to join our team. Candidate will be part of an integrated project team delivering scalable and secure systems. Utilizing user-centered and agile methodologies to build and continuously deploy the server and client-side solutions. As a member of a project delivery team, you will collaborate with project and product managers, ux experience designers, and business analysts.

Your efforts will directly serve and assist end-users and federal customers. Your work will be produced in the context of CollabraLink's Digital Transformation team and DevSecOps practices, including but not limited to continuous development, Cloud deployment, integration, and monitoring. This project supports a Federal contact center, systems, and sensitive information and related batch data processes in a dynamically evolving threat environment.

Responsibilities:

• Managing the help desk team and evaluate performance
• Ensuring customer service is timely and accurate on a daily basis
• Recruiting, training and supporting help desk representatives and technicians
• Ensure customer service is timely and accurate on a daily basis
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developers

Required Experience:

• 10+ years of experience providing technical/management leadership on major tasks or technology assignments involving IT Operations including 7+ years managing DHS Help Desk and related personnel.
• Must have excellent written and oral communication skills and the ability to interact and be involved with client negotiations and interfacing with senior management
• Must have proven knowledge of Change and Configuration Management best practices (knowledge of DHS Change Management Processes preferred)
• Must have experience leading and collaborating with technical teams of diverse IT related skill sets
• Must have demonstrated knowledge in DHS application architecture
• PMP certification required
• BSc degree in Computer Science, Information Technology or relevant field.
• Work in Microsoft CRM and Other Service Desk tools preferred
• 5+ years' experience in working in high volume contact center and Hands on experience with help desk and remote-control software preferred
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Per contract requirements, US Citizenship is required

This position may be staffed at the Government’s facility in in the Washington, DC area, or other locations in the United States with approval by the Government.

We actively practice the philosophy that empowered employees make successful teams. That’s why we strive to put employees in positions where they can grow, both personally and professionally. CollabraLink offers a full suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

CollabraLink is a fast growing CMMI-DEV Maturity Level 3, Small Business professional services firm. Founded in 2003, CollabraLink has long established ourselves as a value-add partner assisting our customers in solving their most difficult problems. We bring expertise across a wide variety of IT and Mission Support services driving significant results for our customers.

CollabraLink is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.