Operations Lead

# Operations Lead Apply
** Job#: 3036923
***
* Job Description:

**** OPERATIONS LEAD
**** WHO WE ARE
** Everforth Apex Systems is a leading global technology and digital engineering firm dedicated to helping organizations adapt, innovate, and thrive in a world of constant change. Leveraging deep industry insights and proven expertise, we deliver end-to-end solutions that accelerate time-to-value and realize our clients’ digital visions across commercial and federal sectors. Our comprehensive solution portfolio spans AI & data, cloud and infrastructure, digital engineering, customer experience, cybersecurity, enterprise platforms, application development, strategy, transformation, and managed services.

Powered by proprietary assets, accelerators, and strong alliances with cutting-edge technology partners—including Adobe, AWS, Microsoft, Salesforce, and more—we turn complexity into progress and measurable business outcomes. With a presence in over 70 markets across North America, Europe, and India, Everforth Apex Systems innovates alongside our customers, building and deploying tailored artificial intelligence solutions to enhance business value and improve customer experiences.

As part of the commercial segment of Everforth, we are committed to driving the next wave of global IT services and digital transformation.
** JOB DESCRIPTION
** Everforth Apex Systems is seeking an experienced Operations Lead with strong consultative skills to lead teams and engagements within the Managed Services Solutions Practice of the Solutions Delivery Organization. The Operations Lead is responsible for overseeing daily operations of teams with various work streams, ensuring the quality and efficiency of services provided. The Operations Lead acts as a liaison between the agents and the Operations Manager, reporting on team performance, customer feedback and improvement opportunities.

The ideal candidate has excellent customer service skills, leadership skills, and communication skills. This role will serve as the highest level of operational and technical escalation with the Everforth Apex Support organization and will be responsible for leading teams to achieve client deliverables as well as managing and developing team members and contributing to internal consulting practice. This role will also provide advanced troubleshooting, operational leadership support, Root Cause analysis, trend analysis, and cross-functional coordination across multiple support towers.

** RESPONSIBLITIES
* ** Establish strong relationships with clients, industry professionals, and technical communities.
* Represent Everforth Apex Systems as leaders at industry and professional events, while developing and maintaining a robust internal and external customer relationship.
* Exhibit technical knowledge, skills, and effective professional consulting abilities.
* Foster trust and respect among internal and external stakeholders and model collaborative teamwork.
* Oversee and ensure all deliverables are met in alignment with the Statement of Work in collaboration with Engagement Manager, Client Director and other internal stakeholders.
* Supervise, coach, and mentor the Operations team, ensuring that they follow the best practices and procedures for technical support.
* Provide assistance and troubleshooting to customers via phone, email, chat, or remote access, escalating complex issues to the appropriate level of support.
* Monitor and analyze the key performance indicators (KPIs) of the Engagement, such as service level, customer satisfaction, productivity, adherence and quality.
* Prepare and analyze reports on team performance, customer satisfaction, and service level agreements, providing feedback and recommendations to the Operations Manager.
* Conduct detailed performance analysis to identify inefficiencies and areas for improvement.
* Work closely with clients, internal team members, and executive stakeholders to align project goals and expectations.
* Analyze operational metrics, backlog trends, SLA risks, and ticket quality issues.
* Maintain a high level of compliance and confidentiality standards.
* Coordinate with infrastructure, security,…