Enterprise Operations Manager

Actionet Inc; Washington (District of Columbia); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

401(k) Savings Plan

Paid Holidays: 11 per year

Paid Time Off (PTO)

Job summary

A leading technology firm in Washington, D.C. is seeking an Enterprise Operations Manager to oversee day-to-day service operations and ensure the success of customer support services. The ideal candidate will have ten years of experience in managing a large customer support center, strong knowledge of ITIL standards, and the ability to lead teams effectively. This role offers a hybrid work model and requires a Public Trust clearance. Join a passionate team dedicated to making a difference in the operational environment.

Qualifications

• Ten years managing a customer support center with 50+ staff.
• Experience with financial/regulatory agencies like the FDIC.
• Expert in IT infrastructure and software applications.
• Proven track record of implementing ITSM/ITIL improvements.

Responsibilities

• Manage day-to-day operations of services including support.
• Facilitate key meetings to assess project statuses.
• Develop corrective action plans for operational escalations.
• Lead IT projects and liaise between technical and business.

Skills

Project Management

Customer Support

Team Collaboration

ITIL Knowledge

Technical Troubleshooting

Customer Service Skills

Education

Bachelor’s degree in computer science/information systems

Tools

ServiceNow

ITIL Certification

PMI Certification

Job description

Enterprise Operations Manager | Req#4270

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 !

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations

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
• 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********

ActioNet Core Value #1 - Instill Integrity In Everything We Do