Service Operations Manager

Job Description

THIS POSITION IS NOT YET FUNDED. GDIT has a future opportunity for a Service Operations Manager Position. The program is an Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continuous service improvement.

The GDIT Service Operations Manager will manage the performance of service desk (Level 1) and desk side services (Level 2 and 3) to users in a dynamic forward leaning environment. The key customer facing Service Operations Manager will provide users efficient and timely first and second level support to ensure that service levels are achieved. The Service Operations Manager is responsible for overall coordination, daily operations, status reporting, and stability of the service desk and desk side support.

The Service Operations Manager establishes and implements project management processes and methodologies for new initiatives and enhancements to ensure projects are delivered on time, within budget, adhere to high quality standards and meet customer expectations.

Responsibilities and Duties:

• Manage daily operations of 24/7 IT Service Desk (Level 1) and desk side support (Level 2) CONUS and OCONUS.
• Manage Level 2 Operations that provides more specialized and dispatch/hands-on support. This Level also provides on-site support at DOL-designated locations.
• Manage Level 3 (Administration) operations support at selected Regional sites.
• Manage a Walk-In Center at the DOL HQ and Traveling Regional Booth
• Monitor and manage incident and request tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Ensure all operational processes and procedures are clearly documented and maintained.
• Participate in change management and disaster recovery processes.
• Work closely with and present to senior government stakeholders
• Manage and communicate high severity issues through resolution, providing accurate and timely status reports to management.
• Manage delivery of services and resources to meet or exceed service level agreements and key performance indicators
• Provide leadership for the team to identify and implement opportunities for service enhancements

Required Qualifications:

• Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science (Master’s Degree Preferred)
• Ten or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment
• Experience in managing Service Desk and Desk side support for at least 15,000 users, with a large number of locations (18+ CONUS and OCONUS desired) and overseeing a staff of 100+ members
• Certified ITIL® Intermediate Level Certification
• Certified Project Management Professional Certification (PMP or PgMP)
• Experience in communicating with senior Government personnel, including agency executives.
• Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.

Desired Qualifications:

• Help Desk Institute or Service Desk Institute Service Operations Manager Certification.
• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
• Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
• Demonstrated experience with service desk technologies including ServiceNow, NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)
• Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.

Travel

Up to 25% travel may be required

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.