Operations Manager

Job Description

ECS is seeking an Operations Manager to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.

Responsibilities to include:

• Ensuring that all opened Service Desk tickets are reviewed on a daily basis. This involves:
  • Checking each ticket for updates and progress.
  • Monitoring all tickets in the Service Desk queues to ensure they are addressed promptly, and none remain unresolved for an extended period.
  • Ensuring that every ticket has an updated journal note that accurately reflects the current status and any actions taken.
• To facilitate quick and effective resolution, the Operations Manager must ensure that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation. This includes:
  • Assessing the priority and urgency of each ticket.
  • Assigning the appropriate category and sub-category to each ticket.
  • Ensuring tickets are directed to the relevant department or personnel for resolution.
• Responsible for the management of the day to- day operation and direct supervision of all Service Desk personnel.
• Analyze the work of subordinates and take appropriate steps for retention or other personnel actions.
• Responsible for reviewing all technical writing documents prior to submission as well as ensuring all requirements of the contract are fulfilled and all deliverables submitted on time.
• Ensure all assets assigned to the Service Desk personnel is accounted for and accurate.
• Ensure the consumable asset stock count is accurate and reviewed on a weekly basis.
• Create an effective working relationship with the COR, COTRs, and CIO management team.

Required Skills

• Must have at least five (5) years of IT service desk/help desk experience, with at least 2 years in a management/leadership role.
• Excellent leadership skills, as well as strong communication and interpersonal skills.
• Must have the ability to prioritize and manage multiple projects and tasks simultaneously and experience managing a team in a fast-paced and dynamic environment.
• The ability to maintain and obtain a public trust clearance

Desired Skills

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. 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, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.