User Operations Service Area Manager

User Operations Service Area Manager, #459

Clearance: Public Trust (or ability to obtain)

Location: Washington, DC

Seeking an experienced IT Operations Manager who will oversee multiple areas of a large IT Support team including Service Desk, IT Training, Telephony Support, Mobile Device Management and Audio/Visual Support. Manage the planning and administering of hardware equipment, software, and maintenance agreements. Must have a strong background leading a group comprised of several diverse IT teams.

Responsibilities:

• Supervise and direct the operations of support services. Collaborate with teams requiring support such as Data Analytics, Litigation Support, Forensics, and Data Engineering and Processing
• Provide weekly status  reports and briefings on systems, metrics equipment usage and issue resolution
• Prepare reports providing metrics for Customer Support Call Volume, Ticket Volume, and Ticket Aging
• Provide status reports, incident reports and briefings on AV systems usage metrics, health and issue resolution.

Preferred Qualifications:

• Experience managing a multi-tier IT Service Desk including application, services and hardware support
• Understanding of Desktop Administration - account administration and problem resolution for PC based laptops and/or computers and associated peripherals.
• Background in Asset Management for desktops, laptops, monitors, printers, wireless devices, MFPs, etc.
• Management of a telephony network and associated servers and endpoints.
• VoIP based phone systems or cloud service such as Ayaya Aura
• Familiarity with Mobile Device Management and associated applications such as MaaS360
• Managing IT-related training courses and implementing alternative methods of training.
• Oversight of audio-visual related services such as Zoom cloud video conferencing
• Operation of a full production studio supporting all features of a standard video production

Required Education, Experience, and Skills

• Minimum of seven (7) years’ experience and a Bachelor’s Degree, or equivalent number of combined years of education or experience.