IT End User Operations Manager (experience managing large teams)

Description:

We have an exciting opportunity for an IT End User Operations Manager with our industry-leading client in Washington, DC.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance.

Rate: $70 - $80 / hr. w2

The Operations Manager's key role is to drive efficiency of organizational processes and to help maintain and grow this standard in addition to overseeing daily activities. They utilize a sharp business mind and proven success in managing multiple departments and/or functions for maximum productivity. This person must be highly skilled in staffing, finance, process and IT management, and be able to develop and maintain an environment of trust within the operations team. In summary, the Operations Manager is a creative problem-solver and an excellent leader who is able to prioritize productivity and drive operational efficiency.

• Experience managing teams of 100+ personnel in end-user environments (i.e., helpdesk, desktop support, etc)
• Minimum of 5 years of experience in managing End User Services and Infrastructure Operations teams and technologies.
• Help Desk, Exec Help, Enterprise Operations Center, Server, Storage, Cloud, Security, etc
• Effective team leadership skills required, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
• Ability to work independently and manage multiple demands on time, in a hybrid-environment.
• Experience with Enterprise Operations Centers and outage management, Root Cause Analysis.
• Ability to coach teams and hold them accountable
• Experience in Problem & Incident Management, Ticket Queue Management & Quality
• ServiceNow experience is required, must possess the ability to coach teams on how to get effective metrics from the tool
• Strong collaboration skills using a solutions and customer-service-oriented approach is required.
• Possesses strong business acumen; understands Government contracts and the financial impacts of hiring/resourcing decisions.