Operations Supervisor

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Operations Supervisor for a Full-Time position.

Job Description

The ideal candidate for the Operations Supervisor role will bring strong leadership and service delivery expertise within enterprise IT customer support environments. This position requires proven experience supervising service desk/IT operations teams, ensuring quality of service, and collaborating closely with leadership to deliver a world-class IT customer support experience.

Enterprise IT Customer Support Operations

• 5-7 years of progressive experience in IT Service Management (ITSM) or IT Operations roles.
• Demonstrated experience supervising enterprise IT Help Desk or Service Desk operations.
• Proven ability to manage day-to-day service delivery, staffing, and scheduling for teams of 10+ resources.
• Strong background in overseeing ticket lifecycle management (Tier I, II, III escalations) to ensure effective resolution at the appropriate support level.

Leadership & Team Supervision

• Serve as the primary point of contact with WMATA ITCS management for daily operations.
• Recruit, interview, hire, and evaluate technical staff.
• Provide daily oversight, coaching, mentoring, and disciplinary actions as needed.
• Manage contractor staffing requirements, including hiring, terminations, and resource planning.
• Conduct performance reviews, active call monitoring, ticket audits, and customer satisfaction surveys.
• Ensure continuous professional development of team members through weekly/monthly coaching.

Service Quality & Process Improvement

• Ensure compliance with WMATA's Quality Assurance Plans (QAP).
• Actively monitor ticket performance, SLA adherence, and escalation trends.
• Conduct root cause analysis and recommend corrective/preventative measures to improve operational efficiency.
• Identify and implement process improvements in partnership with WMATA management.
• Provide regular operational and status reports to WMATA leadership.

Onsite Operations & Special Services

• Oversee tactical onsite support, including:
  • End-user PC set-up and troubleshooting.
  • Station and site kiosk support.
  • Monitor and projector installation and support.
  • Move/add/change services for IT equipment.
• Coordinate daily with WMATA leadership through meetings, calls, and written reports.

IT Service Management & Tools

• Proficient in IT Service Management (ITSM) systems such as ServiceNow, Remedy, or equivalent.
• Knowledge of service desk performance reporting and dashboarding.
• Solid understanding of ITIL principles and how they apply to enterprise service desk operations.

Education & Certifications

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field (preferred).
• Certifications Required:
  • ITIL v4 Foundation (must be obtained within 30 days of hire).
• Preferred Certifications:
  • Service Desk-specific certifications, such as HDI Support Center Manager or ITSM certifications.

Personal Attributes

• Customer-Focused Mindset: Passionate about delivering exceptional customer service and enhancing user experience.
• Strong Communicator: Skilled at engaging with technical staff, leadership, and non-technical stakeholders.
• Proven Leadership Stability: Demonstrated commitment and retention in prior roles.
• Analytical Problem Solver: Ability to evaluate performance metrics, resolve escalations, and recommend improvements.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE