Job Title: Operations Manager
Work Model: Remote - offsite
Responsibilities - Provide technical guidance for directing and monitoring information systems operations.
- Plan, organize, and direct the Network Operations Team to ensure the stable operation of ECAPE's network infrastructure.
- Maintain, support, and optimize key functional areas, including network infrastructure, server infrastructure, network security, telecommunications systems, and service desk.
- Manage and prioritize monitoring and maintenance of network systems such as LANs, WANs, Internet, intranet, and wireless.
- Lead and set priorities for the Network Management Operations team.
- Support ECAPE end users, operations personnel, and strategic program management.
- Monitor and respond effectively to hardware, software, and network problems.
- Coordinate and manage routine testing and analysis of network facilities.
- Schedule and oversee activity resolution for hardware and software issues.
- Manage SLAs, performance monitoring, reporting, and process improvements.
- Provide overall leadership and direction for Help Desk, Hosting, and Security operations, ensuring alignment with organizational goals, SLAs, and compliance.
- Develop, implement, and monitor operational strategies, policies, and SOPs to improve efficiency, reliability, and customer satisfaction.
- Supervise Tier 1-3 Help Desk teams, ensuring timely incident resolution, service requests, and escalations.
- Maintain SLA compliance, response times, and customer satisfaction metrics.
- Implement automation and knowledge base enhancements to streamline requests and reduce ticket volume.
- Oversee hosting environments ensuring system availability, scalability, and performance.
- Coordinate with infrastructure and application teams for deployments, maintenance, and disaster recovery.
- Collaborate with Security and Compliance teams to maintain cybersecurity, including vulnerability management, patch compliance, and access control.
- Ensure adherence to security frameworks such as FISMA and FedRAMP.
- Deliver security operational reports to mitigate threats.
Requirements - Bachelor's degree in Management Information Systems, Computer Science, Engineering, IT, Networking, or Telecommunications.
- 7+ years of related experience in IT Operations, including at least 4 years of people management.
- 5+ years of experience managing SLAs and performance monitoring.
- Working knowledge of networking concepts, infrastructure, and equipment (e.g., routers, switches, firewalls, load balancers).
- Public trust level 5 security clearance.
- Relevant certifications such as ITIL v4, CCNA, CCNP, or CCIE preferred.
- Proficient in project management and security/compliance issues.
- Experience implementing and managing enterprise-wide monitoring systems for servers, networking devices, and applications.
System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
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Ref: #851-Rockville-S1
