VA ESD - Operations Manager

Clearance Level
Customer Service
El Paso, Texas

REQ#: RQ105016

Travel Required: 10-25%
Public Trust: Other
Requisition Type: Regular

General Dynamics Information Technology (GDIT) has an exciting opportunity for an Operations Manager at our El Paso, TX location supporting the Department of Veterans Affairs (VA) Enterprise Service Desk.  Join GDIT and be a part of the team of men and women supporting our Veterans!

As an Operations Manager with GDIT, you will actively promote the open expression of ideas and encourage collaboration at all levels within the organization. You will leverage leadership and management competencies to enhance the customer experience though continuous service improvement and foster a high performance culture. Additionally, you will apply critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks.

Responsibilities and Duties:

  • Lead and manage multiple teams to deliver exceptional customer service, efficiency, and technical aptitude
  • Motivate, coach, develop and mentor a team of professionals to prepare action plans to meet and/or exceed performance objectives
  • Proactively and consistently communicate the importance of building and fostering relationships to motivate and inspire individual and team performance
  • Collect, interpret and analyze data and reports to identifying patterns and trends in data sets, in order to inform business decisions
  • Manage day to day delivery of services and ensure team commitment to meet or exceed service level agreements (SLAs), key performance indicators (KPIs)
  • Ensure efficient delivery of contract capabilities using industry standards and repeatable processes including an ITIL framework
  • Provide management support to supervisors and team members in a 24x7 operational environment
  • Plan, monitor, appraise, and review job contributions of subordinates
  • Ensure all operational processes and procedures are clearly documented and maintained
  • Collaborate with senior government stakeholders; providing updates on service and performance
  • Participate in transition management and improvement initiatives
  • Identify customer service trends and collaborate with other functional areas to develop and implement best practices and service improvements
  • Continually improve and service desk procedures to deliver business value
  • Perform market research to stay abreast of the competitive landscape, and provide input to strategic planning
  • Coordinate with human resources and staffing functions to ensure new personnel meet or exceed hiring standards
  • Assists human resources with recruitment, supervision, assignments, and career development
  • Assist with authoring technical proposals, white papers and marketing materials in support of proposals and other business development initiatives
  • Assist with the development of Basis of Estimates (BOE) in support of proposals and other business development initiatives

Knowledge, Skills, and Abilities:

Ideal candidate for this role possess:

  • Demonstrated experience with leading and managing teams to successfully meet or exceed performance metrics for federal government programs
  • Proficiency with articulating the connections between individual behaviors and performance metrics in one-on-one coaching sessions and team meetings
  • Demonstrated experience constructing compelling development plans and providing challenging stretch goals
  • An ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
  • Experience with analyzing call volume supply and staffing demand-forecasting reports to inform business decisions
  • An ability and willingness to work in a high pressure, fast-paced, 24 x 7 operational environment


You MUST have:

  • Bachelor’s degree or equivalent experience in business or related field; AND
  • Five or more years of related technical and/or managerial experience in an end-to-end service desk, contact center or related managed services field; AND
  • One or more years of experience working with an enterprise ITSM, preferably ServiceNow
  • U.S. Citizenship required per federal contract
  • Must be eligible to obtain a public trust clearance

Even BETTER if you have:

  • ITIL experience and/or certification
  • Demonstrated experience and proven success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions
  • Demonstrated experience with using Excel to build reports, manipulate data using PIVOT tables or data models to perform data analysis
  • Proficiency with understanding and analyzing the operational service elements, which affect the financial performance of a program



This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

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.