Operations Manager​/Project Manager II

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.

Job Description and 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. Air Watch)
  • Email and Microsoft Outlook accounts and functionality
  • Personal Identity 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 (Preferred)

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. citizens or have Lawful Permanent Resident (LPR) status

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.