Enterprise Operations Manager

ActioNet, Inc.; Vienna (VA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Savings Plan

Paid Time Off (PTO)

Job summary

A technology solutions provider in Virginia is seeking an Enterprise Operations Manager to oversee operations and manage a customer support center. The role requires strong project management skills, ten years of relevant experience, and the ability to work collaboratively. Ideal candidates should possess a solid technical background in IT infrastructures, project management certification, and customer service excellence. The position offers hybrid work options and a range of employee benefits.

Qualifications

• Ten years managing a 24/7 customer support center.
• Experience with financial/regulatory agencies required.
• Certification in Project Management Institute (PMI) Project Management Professional.

Responsibilities

• Ensure cohesiveness between all Tiers and manage operations.
• Guide and develop ITSM/ITIL maturity plan.
• Plan and manage IT projects.

Skills

Expert-level knowledge of industry-accepted standards

Strong technical background in IT infrastructure

Project management

Customer service skills

Education

Bachelor’s degree in computer science/information systems

Tools

ServiceNow

Job description

ActioNet 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.

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 Innogrator!

Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & 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.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well‑being of our nation.

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.

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

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

********Direct Applicants, only. No Agencies, No third‑party recruiters, please********