IT Service Desk Sr. Operations Manager

Clearance Level
Secret
Category
Business Operations
Location
New Orleans, Louisiana

REQ#: RQ86912

Travel Required: 25-50%
Requisition Type: Regular

General Dynamics Information Technology (GDIT) has an exciting opportunity available for a seasoned Service Delivery Manager (SDM) at our New Orleans, LA location. As an SDM with GDIT you will have the opportunity to provide the overall end-to-end service delivery of our Service Desk operations for a large government customer. YOU will be responsible for leading large-scale teams with an emphasis on leadership development competencies by creating and fostering a high-performance culture. YOU will engage government stakeholders and perform market research while setting the vision and strategic direction of the service offering. In this role you can develop and hone your leadership skills to manage expectations within the business and drive the team to achieve a high standard.

In This Role YOU Will:

  • Lead and manage a team of up to 200 IT professionals
  • Offer leadership, coaching, training and personnel deployment
  • Build and foster relationships to motivate and inspire those around you to achieve individual and team performance objectives
  • Oversee the day-to-day service delivery to meet or exceed service level agreements (SLAs), key performance indicators (KPIs) and other business objectives related to timeliness, service quality, and efficiency
  • Provide insight into workforce management capacity planning
  • Develop and maintain operational budget and forecasting models
  • Meet budgetary objectives and make adjustments to staffing model projections
  • Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
  • Work with your team to identify, mitigate, and communicate operational risks and control costs and schedule variances
  • Effectively manages large scale, integrated projects
  • Collect, interpret, and analyze data and reports to identify patterns and trends in data sets to inform business decisions
  • Identify customer service trends and collaborate with other functional areas to drive continuous improvement initiatives to deliver business value
  • Work closely with internal senior leadership, program management, and senior government stakeholders to provide updates on service and performance
  • Coordinate and assist with authoring technical proposals, white papers and marketing materials, and developing basis of estimates (BOE) in support of proposals and other business development initiatives
  • Collaborate with senior government and GDIT leadership and other stakeholder groups to understand and anticipate customer needs
  • Develop and implement the long term goals and strategic vision of the service offering

QUALIFICATIONS & SKILLS

  • Bachelor’s degree in business or related field
  • 10 or more years of related technical and/or managerial experience operating medium to large end-to-end service desk or contact center operations
  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a medium to large service desk or contact center program (200 to 300 Agents)
  • Demonstrated experience with leading and managing teams to successfully meet or exceed performance-based customer service support against performance metrics in the Commercial or Federal Government
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
  • Proficient at understanding and analyzing the operational service elements which affect financial performance
  • Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
  • ITIL v3/v4 Foundation’s certification or higher (preferred)
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.