Technical Operations Manager (DSC)

Overview

This position is contingent upon award of contract

SOSi is seeking a highly qualified Technical Operations Manager for our customer in supporting the Support Center (DSC) to provide management, direction, and administration during execution of engineering and service delivery. The successful candidate will oversee our service desk operations and assist in engineering solutions to technical challenges. Candidate should have a background in managing and leading medium-sized teams of 50+ employees in service desk operations and able to manage a geographical separated team.

Essential Job Duties

• Provide management, direction, administration, quality assurance, and leadership during execution of engineering and service delivery.

• Ensure timely resolution of technical issues and incidents reported by customers.

• Collaborate with engineering teams to develop and implement innovative solutions to improve service desk efficiency and effectiveness.

• Develop and maintain service desk policies, procedures, and documentation.

• Serve as a point of escalation for complex technical issues.

• Lead and manage the service desk team in day-to-day operations; providing guidance, mentorship, and support to ensure exceptional customer service delivery.

• Develop and implement strategies to optimize service desk operations and improve efficiency and effectiveness.

• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and track service desk performance.

• Collaborate with cross-functional teams to identify and implement process improvements and automation solutions.

• Serve as a point of escalation for complex technical issues, providing timely and effective resolution.

• Stay current with industry best practices and emerging technologies to drive continuous improvement in service desk operations.

• Experience with Service Now

Minimum Requirements

• Bachelor's Degree with at least 5+ years' experience in project management.

• 1 year experience with IT Help Desk operations

• 3 years' experience in a role that demonstrates experience and knowledge in DoD benefits and personnel data processes

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication skills, and conflict resolution skills

• Must meet DoDi 8140.03 IT Certification requirements

• In-scope DoD Secret clearance

Preferred Qualifications

• Project Management experience within a service desk environment.

• Master's Degree is preferred

• Project Management Certifications - Project +, CAPM

Work Environment

This position may be eligible for remote work.

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.