Job Information
General Dynamics Information Technology Service Operations Manager in Washington, District Of Columbia
Req ID: RQ186106
Type of Requisition: Regular
Clearance Level Must Be Able to Obtain: None
Public Trust/Other Required: None
Job Family: Business Operations
Skills:
People Management,Service Metrics,Service Operations
Certifications:
None - None
Experience:
8 + years of related experience
Job Description:
Service Operations Manager
We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.
Discover new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Service Operations Manager joining our team to support an important federal customer’s IT service operations, with the primary work location on-site in Washington DC.
At GDIT, we foster a people-centric environment. As a Service Operations Manager supporting our client, you will be trusted to manage high-impact teams across several functional areas including, Service Desk, Deskside Support, A/V Conferencing/Meeting Support functional areas. In this role, a typical day will include:
Collaborating with the customer, vendors and partners to maintain day to day service operations. Manage the overall service operations and support of a wide range of IT services in multiple geographical locations (Washington DC, San Antonio TX, and Charleston SC). Overall responsibility for Service Desk, Deskside Support, A/V Conferencing/Meeting Support, and Asset Management teams.
Manage and motivate a workforce to deliver white-glove service to the end-user community, achieving high-impact contractual Acceptable Quality Levels (AQLs) covering a wide-range of service metrics, including (but not limited to) Customer Satisfaction, Speed to Answer, and First-Line Resolution.
Serve as the primary interface with executive-level users, coordinating on-demand, ad-hoc, or customized service as required.
Lead, coach and manage teams to improve customer service, efficiency and technical aptitude.
Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests.
Analyze call volume supply and staffing demand-forecasting reports to inform business decisions.
Analyze customer surveys and other customer feedback and take appropriate action with a focus on continuous service improvement.
Manage day to day operations, operational projects, and changes in operational focus areas. Manage IT service requests, incidents, problem reporting, and ticket resolution tracking and reporting.
Participate in weekly operational meetings to brief the customers on operational metrics, milestones, and escalations.
Manage IT Asset Management (ITAM) to ensure proper inventory and tracking of client-owned IT assets, including desktop and laptop hardware and software, mobile devices, conferencing equipment, servers, network devices and other supporting systems.
Lead the drafting of end-user operational communications.
Your success will be measured through successfully meeting or exceeding customer defined AQLs against multiple performance metrics, and demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that have yielded improvements in customer satisfaction and resulted in cost reductions.
WHAT YOU’LL NEED:
Bachelor’s degree or equivalent experience
8 or more years of IT service experience, including 5 years of recent and related managerial experience for end-to-end service operations, service desk, or related managed service environment.
Demonstrated experience with implementing and managing AQLs (or SLAs) on a service operations program within the last 5 years.
Excellent verbal and written communication skills, and other soft skills with the ability to deftly achieve win-win conflict resolution outcomes with customers, peers and staff.
Certification in ITIL v4 (or v3) Foundations or higher preferred.
A PMP or equivalent certification is preferred.
Help Desk Institute or Service Desk Institute Service Desk Manager Certification preferred.
Familiar with Service Desk and ITSM technologies including:
Remedy and/or ServiceNow
Automatic Call Distribution (ACD)
Remote control technologies
WHAT GDIT CAN OFFER YOU:
Full-flex work week
401K with company match
Customizable health benefits packages
Collaborative teams of highly motivated critical thinkers and innovators
Internal mobility team dedicated to helping you own your career
Rewards program for high-performing employees
The likely salary range for this position is $148,750 - $201,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.