Enterprise Operations Manager

Enterprise Operations Manager

Actio Net has an opportunity for an Enterprise Operations Manager requiring a Public Trust clearance in the Washington, D.C. metro area. Hybrid work is available. In this role, you will ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support. You will be the first point of contact for troubleshooting hardware/software, computer systems (PC and Mac), and printer problems.

You will train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications. The right candidate will work well with a team, always exhibit excellent customer service skills, and be self-motivated, seeking ways to improve the environment.

Duties and Responsibilities:

• Demonstrate expert-level knowledge of industry-accepted standards and best practices related to Project Management, SDLC, and HDI.
• Guide, direct, and develop an ITSM/ITIL maturity plan throughout the contract's lifecycle.
• Responsible for the overall synergies, coordination, and collaborations of all tiers
• Identify areas of improvement and develop and deploy ITSM/ITIL improvements.
• Facilitate key customer meetings to understand project statuses, risks, issues, and resource requirements.
• Be the primary POC of operational escalations, determine root causes, and develop corrective action plans, ensuring they are worked to completion.
• Ensure KPIs, SLAs, and communication expectations are met across the program
• Ability to work proactively and independently while handling multiple assignments.
• Plan, initiate, and manage information technology (IT) projects. Lead and guide the work of technical staff. Serve as liaison between business and technical aspects of projects.

Basic Qualifications (required):

• Ten (10) years managing and leading successful and consecutive commensurate experience managing 24/7/365 customer support center or enterprise service desk of 50 plus staff.
• Significant experience supporting financial/regulatory agencies (e.g., Federal Reserve Board (FRB), the Federal Deposit Insurance Corp. (FDIC), and the Securities and Exchange Commission (SEC), Office of the Comptroller of the Currency (OCC) )
• Project Management Institute (PMI) Project Management Professional certification
• ITIL 3 or 4 certification
• Strong technical background in the areas of IT infrastructure, network engineering, systems administration, call center, Desk-side Support, systems security, and software applications
• Works well within a team and understands the importance of quality customer service.

Preferred Qualifications:

• Bachelor's degree in computer science/information systems
• ITIL 4 Certification
• Help Desk Institute (HDI) Certification - Support Center Manager
• Service Now certification

Actio Net is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, Actio Net is the premier Trusted Innovator!

Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• Dev Sec Ops
• Cybersecurity
• Health IT
• C4
  
  ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why Actio Net?

At Actio Net, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees:
  We are committed to making Actio Net a great place to work and continue to invest in our Actio Neters.
• Commitment to Customers:
  We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment…