Enterprise Solutions and Management ยท 4 months ago
Operations Manager/Project Manager II
Ashburn, VA
Full-time
Onsite
Mid, Senior Level
3+ years expEnterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services for Defense and Federal customers. They are hiring an Operations Manager/Project Manager II to oversee Tier I/II operations and ensure quality customer support across multiple systems and applications.
Cyber SecurityInformation TechnologySoftware
No H1B
U.S. Citizen Only
Responsibilities
Oversee 24x7x365 TSD Tier I/II Operations that acts as the Initial point of contact for customer support for 300+ custom and COTS systems/applications
Ensure TSD Tier I/II Operations staff perform in accordance with approved TSD procedures outlined in the TSD Knowledge articles and TSD agent handbooks- including call handling, ticket creation, troubleshooting, resolution, and escalation
Liaise between the TSD and an Enterprise Operations Center (EOC) for major incident handling, which includes identifying, escalating, monitoring, and verifying resolution for major incidents affecting multiple customers as well as issues and requests affecting high level "sensitive" VIP customers
Oversee TSD Tier II Operations, 24x7x365, for mobile device, email, and remote access support for customers
Oversee advanced (second level) remote troubleshooting for incidents related to:
Mobile device issues, including issues with mobile service environment (e.g. AirWatch)
Email and Microsoft Outlook accounts and functionality
Personal Identity Verification (PIV) card access to customer systems
Remote Virtual Private Network (VPN) access to customer systems (e.g. Global Protect and Zscaler for VPN access)
Remote access using the DHS Workplace (Workplace as a Service) tool
Microsoft Office products
Windows and Active Directory
Remote software installations
Supports the Program Manager in accomplishing Program Management tasks
Qualification
Required
Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
Ability to work in a dynamic cross-organizational team environment
Strong dedication to provide quality customer service
Strong problem solving skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
Ability to prioritize tasks and adhere to established deadlines
Take ownership of tasks and deliver without supervision while using their discretion to seek help necessary
A minimum of three (3) years of IT service desk supervisory experience with specific experience managing 24x7x365 Tier I/II customer service operations and at least 50 staff
Volume of at least 3500 calls/contacts per week across channels (email, self-service, chat, phone, in-person/walkup)
Leading Major Incidents including bridge calls, stakeholder communication and ticket escalations
Bachelor's degree in related field
CBP Background Investigation (BI)
Ability to sit, stand, walk for extended periods of time
Ability to use a computer
S. citizens or have Lawful Permanent Resident (LPR) status
Preferred
Experience managing staff located in 2 or more geographically separated locations
Required Certifications include PMI PMP, ITIL v4, HDI Desktop Support Manager or HDI Support Center Director
Company
Enterprise Solutions and Management
Founded in 2012, ESM is a Minority and Woman-Owned Small Business (WOSB) based in Northern Virginia.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase