Operations Lead

Silo Smashers is seeking a highly experienced Operations Lead to join its growing contract supporting a federal government agency. The Operations Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team.

The Operations Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of helpdesk technicians ranging from Tier 1 to Tier 3. The Operations Lead role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs.

A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.

• Proven success simultaneously managing a diverse team and their work activities
• Provide guidance to technical team, ensuring the successful completion of implementation projects.
• Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps.
• Collaborative approach to develop and nurture new relationships with several external customers and stakeholders.
• Manages IT Infrastructure
• Disaster recovery
• Backups
• O365
• ESXi
• AWS
• Azure
• AVD
• In Tune
• SCCM
• Axonius
• IT Storage (SAN)
• Solar Winds
• Experience developing and implementing Ops Strategic Planning and Roadmaps
• Extensive experience actively using Service Now IT Service Management
• Drive multiple projects on time and within budget
• Lead implementation of Ops Security Compliance aligned to all IT assets
• Proven experience generating relevant Ops metrics for continual improvement from Service Now (ITSM)
• Oversee entire lifecycle of all IT Assets
• Manage a multi-tiered Ops staff
• Mentor, coach and provide professional growth for direct reports
• Experience in a strong advisory role in a Federal Agency environment
• Ability to develop relevant reporting artifacts for Program Manager
• Understand technical aspects of Operations to manage troubleshooting, solutioning, etc.
• Experience developing policy, procedure and SOP documentation
• Extensive experience developing and maintaining project schedules and reporting out data (MS Project) and use of Project Web Application a plus
• Experience developing and maintaining metrics and KPIs and presenting to senior leadership.

• Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.
• Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.
• Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.
• Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors
• Proven proficiency facilitating challenging conversations across all levels of the organization
• Must have a high level of EQ to "bring out the best" in team members, both internal and external
• Experience and composure to be the conductor of a very complex and challenging technical "orchestra."
• Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes
• Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself
• Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset
• Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy
• Sound business ethics, including the protection of proprietary and confidential information

• Must be a U.S. Citizen
• Bachelor's Degree
• Ability to attain a Public Trust clearance
• At least 15 years in a team lead, Operations Lead or project manager capacity.
• One of the following certifications:
• Azure 900
• AWS Cloud Practitioner

• Currently supporting a DHS Component
• Currently possess DHS EOD

Salary: $135 - $145 per year