Operations Manager

Overview

GovCIO is currently hiring for an Operations Manager to support the Readiness & Employment System as we modernize the legacy system for Veterans Readiness & Employment Service.

This position will be a fully remote.

Responsibilities

This role oversees the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high-quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization. It requires gathering and translating stakeholder requirements-particularly from Veteran Affairs subject matter experts-into effective policies, standards, and operational guidance, while fostering strong cross-functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership. The position supports incident and problem management through technical analysis and reporting communicating complex issues to both technical and non-technical audiences. It upholds rigorous quality assurance standards, drives process improvements, and leads implementations, change control activities, and incident response efforts. Additionally, the role is responsible for preparing and presenting reports to leadership, while providing full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer-centric service.

Qualifications

Bachelor's with 8-12 years (or commensurate experience)

Required Skills and Experience

• Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support.
• Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations.
• Support and administer Jira for internal users, including workflow configuration and troubleshooting.
• Evaluate and refine operational workflows to identify inefficiencies and implement improvements that maximize productivity.
• Establish and execute the long-term vision for the IT Service Desk and infrastructure in alignment with company culture and strategic objectives.
• Gather service desk requirements from Veteran Affairs subject matter experts and stakeholders, translating them into policies, standards, and operational guidance.
• Build and maintain strong relationships across IT Operations, IT Service Management, Product teams, Project Managers, and Executive Leadership.
• Collaborate with stakeholders to develop best practices, establish policies, and ensure customer needs are consistently met or exceeded.
• Conduct product and service reviews to assess root causes, performance trends, and risk or issue concerns
• Support incident and problem management by analyzing service desk systems and identifying areas for improvement.
• Utilize ServiceNow or similar ITSM platforms to create ad hoc reports and provide insights into ticket/work queue management.
• Study and interpret technical architecture to support recommendations for solving complex technical challenges.
• Translate complex issues from multiple information sources into clear, concise, and compelling narratives for leadership and non-technical audiences.

Clearance Requirement: Suitability/Public Trust

• • • Candidates must be
      • U.S. citizens
      • Permanent residents that have resided continuously in the United States for a minimum of three (3) consecutive years immediately preceding their start date with GovCIO, as this uninterrupted residency is required to meet federal background investigation standards.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Posted Salary Range

USD $110,000.00 - USD $120,000.00 /Yr.