Operations/Queue/Service Level Technical Manager

Job Description:

The Operations/Queue/Service Level Technical Manager will provide USDA with technical and management related professional support services to ensure the success of its ServiceNow platforms serving the USDA enterprise. The enterprise systems include platform management and administration full life cycle – application development maintenance and support database management project/program management support requirements analysis consulting systems administration support user support documentation support communications/outreach and change management various other system-related IT support functions and production support. Scope of work includes all aspects of ServiceNow platform management and managing the technology stack as well as limited approved custom configuration.

Duties/ Responsibilities

This role will serve as a technical manager to oversee operations queue response and service levels.

•    Manage day-to-day operations of the project •    Resolve team and cross functional team impediments and escalate as needed •    Develop maintain and manage the project schedule and roadmap •    Facilitate and lead all scrum meetings (daily scrum release/sprint planning demos etc.) •    Ensure all development work is conducted following Agile development methodology •    Check deliverables against requirements to ensure compliance •    Provide the necessary centralized administration training and other related functions as well as requirements gathering and development tasks necessary to complete tasks. •    Provide risk management communications management change management release management test management and document/knowledge management. •    Provide training as needed.

Support project oversight with the following:

• Support the following areas for their project- Project managements resource management recruiting customer/ relationship management financial management business development/ growth and contract management.

• Support administrative and personnel management across the project (e.g. timesheets status reports invoice approval performance reviews)

• Support resolving team impediments and escalate to Partner Delivery Project Manager and/or Dynamo Account Lead

• Present and provide monthly project updates to Account Lead on status risks mitigation etc. in both written and verbal communications.

• Support team member project onboarding

• Ensure quality control by providing regular feedback and coaching to team members on performance

Required Skills/Abilities

•    Demonstrated high level of experience and expertise with ServiceNow. •    Excellent verbal and communication skills with the demonstrative ability to work with all levels within the organization. •    Ability to perform independently and under pressure of time constraints with the proven ability to manage multiple projects simultaneously. •    Ability to understand technical vision and communicate it to both technical and non-technical parties. •    Possess excellent interpersonal written and oral communication skills. •    Experience managing service provider environment customer service customer communications queue/ticket management assigning resources to proactively accomplish workloads. •    Ability to plan organize and structure work •    Experience motivating teams in a virtual environment •    Excellent problem solving and analytical skills

Nice to Have Skills

• Agile Experience and certifications (CSM)

• PMP certified

Education and Experience:

• Bachelor’s Degree in IT or related field is preferred

Travel Requirement :

• Travel is not anticipated but may be necessary at times and must be approved in advance by the COR.

Clearance Requirement :

• Ability to obtain a Public Trust

Salary :

This is a proposal posting contingent upon award and the anticipated salary rate is approximately 110-140k

Dynamo is a full lifecycle digital transformation company providing best-in-class technology and mission support services to our clients. An SBA 8(a) Program participant Dynamo maintains SBA 8(a) Mentor-Protégé Program Joint Ventures providing us significant scale and further deepening our capabilities. Dynamo’s mission is to lead the digital transformation industry and provide best-in-class solutions for our clients with a truly human touch. ​

We leverage industry leading practices to empower our clients ultimately providing them with the necessary tools knowledge and information required to successfully achieve their strategic goals while optimizing their operations. ​

Through our partnerships boldness and authenticity Dynamo goes against the grain of a traditional government contracting company by providing top-caliber team members delivering quality results and always exceeding expectations.

Dynamo Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law. JFNDNP