Technology Depot Operations Manager

Booz Allen Hamilton; Chantilly (VA); On-site; USD 62,000 - 141,000; Full time

Job summary

Booz Allen Hamilton in Chantilly, VA seeks a Technology Depot Operations Manager to lead problem solving and implementation for technology products. You will mentor teams and apply advanced consulting skills to deliver innovative solutions.

The role requires 5+ years leading customer service teams, 2+ years with ServiceNow, and a Bachelor’s degree. You will drive SLA performance, analyze trends, and leverage AI/automation to improve operations.

Qualifications

• 5+ years leading a customer service team in an operational or technical support environment
• 2+ years using enterprise ticketing platforms such as ServiceNow
• Experience analyzing ticket, service, or operational trends to identify and implement process improvement initiatives
• Experience with change and knowledge management practices in an operations or service delivery setting
• Knowledge of service delivery operations and SLA management to ensure consistent and measurable service performance
• Ability to manage operations to define SLAs, including monitoring performance metrics and driving corrective actions
• Ability to leverage AI tools and automation technologies to enhance operational efficiency and improve service processes
• Bachelor’s degree required

Responsibilities

• Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications
• Apply advanced consulting skills and extensive technical expertise, including full industry knowledge
• Develop innovative solutions to complex problems
• Mentor and supervise team members

Skills

Team leadership

SLA management

Process improvement

Change management

Knowledge management

Service delivery

Performance metrics

AI automation

Education

Bachelor’s degree

Tools

ServiceNow

Job description

The Opportunity

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply advanced consulting skills and extensive technical expertise, including full industry knowledge. Develop innovative solutions to complex problems. Work without considerable direction, and mentor and supervise team members.

Job Number: R0248178

Technology Depot Operations Manager

The Opportunity

Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications. Apply advanced consulting skills and extensive technical expertise, including full industry knowledge. Develop innovative solutions to complex problems. Work without considerable direction, and mentor and supervise team members.

You Have

• 5+ years of experience leading a customer service team in an operational or technical support environment
• 2+ years of experience using enterprise ticketing platforms such as ServiceNow
• Experience analyzing ticket, service, or operational trends to identify and implement process improvement initiatives
• Experience with change and knowledge management practices in an operations or service delivery setting
• Knowledge of service delivery operations and Service Level Agreement (SLA) management to ensure consistent and measurable service performance
• Ability to manage operations to define SLAs, including monitoring performance metrics and driving corrective actions
• Ability to leverage AI tools and automation technologies to enhance operational efficiency and improve service processes
• Bachelor’s degree

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $62,000.00 to $141,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.