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Overview
Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a
Operations Manager/Project Manager II
for an exciting opportunity located in
Ashburn, VA .
Responsibilities ESM is looking for a full-time
Operations Manager/Project Manager II
who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:
Oversee 24x7x365 TSD Tier I/II Operations that acts as the Initial point of contact for customer support for 300+ custom and COTS
systems/applications
Ensure TSD Tier I/II Operations staff perform in accordance with approved TSD procedures outlined in the TSD Knowledge articles and TSD agent handbooks- including call handling, ticket creation, troubleshooting, resolution, and escalation.
Liaise between the TSD and an Enterprise Operations Center (EOC) for major incident handling, which includes identifying, escalating, monitoring, and verifying resolution for major incidents affecting multiple customers as well as issues and requests affecting high level "sensitive" VIP customers.
Oversee TSD Tier II Operations, 24x7x365, for mobile device, email, and remote access support for customers
Oversee advanced (second level) remote troubleshooting for incidents related to:
Mobile device issues, including issues with mobile service environment (e.g. AirWatch)
Email and Microsoft Outlook accounts and functionality
Personal Verification (PIV) card access to customer systems
Remote Virtual Private Network (VPN) access to customer systems (e.g. Global Protect and Zscaler for VPN access)
Remote access using the DHS Workplace (Workplace as a Service) tool
Microsoft Office products
Windows and Active Directory
Remote software installations
Supports the Program Manager in accomplishing Program Management tasks
Required Knowledge, Skills and Abilities (KSA)
Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
Ability to work in a dynamic cross-organizational team environment
Strong dedication to provide quality customer service
Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
Ability to prioritize tasks and adhere to established deadlines
Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary
Desired KSA
Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations
Candidate must communicate effectively with team members, management, and government customer
Experience managing staff located in 2 or more geographically separated locations
Minimum Training, Education, and Certifications
A minimum of three (3) years of IT service desk supervisory experience with specific experience managing:
24x7x365 Tier I/II customer service operations and at least 50 staff
Volume of at least 3500 calls/contacts per week across channels (email, self-service, chat, phone, in-person/walkup)
Leading Major Incidents including bridge calls, stakeholder communication and ticket escalations
Bachelor's degree in related field
Required Certifications include PMI PMP, ITIL v4, HDI Desktop Support Manager or HDI Support Center Director
Minimum Clearance
CBP Background Investigation (BI)
Physical Requirements
Ability to sit, stand, walk for extended periods of time
Ability to use a computer
Additional Requirements
Other duties as assigned
S. or have Lawful Permanent (LPR) status
ESM provides equal employment opportunity to all individuals regardless of, color, creed, or ancestry, genetic information, veteran status, identification or any other characteristic protected by state, federal or local law.
#J-18808-Ljbffr
Operations Manager/Project Manager II
for an exciting opportunity located in
Ashburn, VA .
Responsibilities ESM is looking for a full-time
Operations Manager/Project Manager II
who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements. Employee responsibilities include:
Oversee 24x7x365 TSD Tier I/II Operations that acts as the Initial point of contact for customer support for 300+ custom and COTS
systems/applications
Ensure TSD Tier I/II Operations staff perform in accordance with approved TSD procedures outlined in the TSD Knowledge articles and TSD agent handbooks- including call handling, ticket creation, troubleshooting, resolution, and escalation.
Liaise between the TSD and an Enterprise Operations Center (EOC) for major incident handling, which includes identifying, escalating, monitoring, and verifying resolution for major incidents affecting multiple customers as well as issues and requests affecting high level "sensitive" VIP customers.
Oversee TSD Tier II Operations, 24x7x365, for mobile device, email, and remote access support for customers
Oversee advanced (second level) remote troubleshooting for incidents related to:
Mobile device issues, including issues with mobile service environment (e.g. AirWatch)
Email and Microsoft Outlook accounts and functionality
Personal Verification (PIV) card access to customer systems
Remote Virtual Private Network (VPN) access to customer systems (e.g. Global Protect and Zscaler for VPN access)
Remote access using the DHS Workplace (Workplace as a Service) tool
Microsoft Office products
Windows and Active Directory
Remote software installations
Supports the Program Manager in accomplishing Program Management tasks
Required Knowledge, Skills and Abilities (KSA)
Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
Ability to work in a dynamic cross-organizational team environment
Strong dedication to provide quality customer service
Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
Ability to prioritize tasks and adhere to established deadlines
Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary
Desired KSA
Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations
Candidate must communicate effectively with team members, management, and government customer
Experience managing staff located in 2 or more geographically separated locations
Minimum Training, Education, and Certifications
A minimum of three (3) years of IT service desk supervisory experience with specific experience managing:
24x7x365 Tier I/II customer service operations and at least 50 staff
Volume of at least 3500 calls/contacts per week across channels (email, self-service, chat, phone, in-person/walkup)
Leading Major Incidents including bridge calls, stakeholder communication and ticket escalations
Bachelor's degree in related field
Required Certifications include PMI PMP, ITIL v4, HDI Desktop Support Manager or HDI Support Center Director
Minimum Clearance
CBP Background Investigation (BI)
Physical Requirements
Ability to sit, stand, walk for extended periods of time
Ability to use a computer
Additional Requirements
Other duties as assigned
S. or have Lawful Permanent (LPR) status
ESM provides equal employment opportunity to all individuals regardless of, color, creed, or ancestry, genetic information, veteran status, identification or any other characteristic protected by state, federal or local law.
#J-18808-Ljbffr