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.
• InTune.
• 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.