Overview
On Site
Depends on Experience
Full Time
Skills
IT Service Desk supervisory
Job Details
Title: Operations Manager Location: Remote/Hybrid with occasional site visits (Orlando, FL and San Antonio, TX)
Client: U.S. Customs and Border Protection Office of Information and Technology Field Support Directorate
Clearance: Must meet DHS/CBP suitability requirements
Overview:
The Operations Manager supports daily execution of service desk operations, ensuring resources, processes, and staff are aligned to meet mission-critical IT support requirements.
Key Responsibilities:
- Manage daily service desk operations, including staff supervision, shift coverage, and resource allocation.
- Ensure compliance with operational SOPs, including escalation, incident handling, and reporting.
- Monitor service levels, performance metrics, and operational events, providing mitigation strategies and after-action reports.
- Support onboarding and training of personnel, ensuring readiness and compliance with CBP processes.
- Collaborate with Program Manager to ensure contract deliverables, reporting, and customer satisfaction goals are met.
Qualifications:
- Minimum three (3) years of IT Service Desk supervisory experience.
- Proven ability to manage staff and operations in a fast-paced 24/7 IT support environment.
- Strong organizational, communication, and problem-solving skills.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.