Operations Manager

Job Type

Full-time

Description

Are you an Operations Manager looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking an Operations Manager to help support an enterprise-level service desk that will aid in operations, customer service management, and case management.

Additional perks with Sparksoft will include above Industry Healthcare Benefits, Flexible Work from Home Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Paid Holidays, and much more!

Responsibilities:

• Oversees all Tier 1 analysts providing support to all Centers for Medicare and Medicaid (CMS) customer requests and inquiries.
• Implements processes and improvements to support day to day reporting, quality assurance and control, and knowledge management.
• Directs staff in recognizing, identifying, isolating, and resolving problems with information systems services.
• Responsible for hiring, training and managing Helpdesk staff.
• Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a background in troubleshooting and support in a remote environment.
• This is a remote opportunity that may require quarterly/annual travel to the Baltimore location for customer and team relationship building purposes.

Requirements

• Experience with ServiceNow, NICE CXone or comparable cloud-based contact center platform
• Experience supporting CMS
• Experience with designing phone, email, and ticket reporting solutions which include the implementation of automated delivery
• 3-5 years managing a help desk of 20+ agents as well as managing and mentoring other help desk supervisors
• College Degree
• ITIL certification (preferred)

Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission "to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation", we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.

Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.

In accordance with the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, Sparksoft Corporation is complying with the requirements that all employees assigned to a federal contract be vaccinated. Employees in need of an exemption from this policy due to a medical reason or because of a sincerely held religious belief must submit a physician's note for a medical accommodation or a religious request for accommodation to the human resources department to begin the interactive accommodation process as soon as possible. Accommodations will be granted where they do not cause Sparksoft Corporation undue hardship or pose a direct threat to the health and safety of others. New hires must show proof of vaccination.

If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request.