Operations Manager / Project Manager II chez Agil3 Technology Solutions (A3T)
Agil3 Technology Solutions (A3T) · Ashburn, États-Unis d'Amérique · Onsite
- Senior
- Bureau à Ashburn
The Operations Manager / Project Manager II is responsible for day-to-day management of operations under the contract. This role oversees staffing, scheduling, resource allocation, and operational performance to ensure Tier I, Tier II, and agency support services meet contractual performance standards. The Operations Manager coordinates with the Program Manager, Supervisors, and stakeholders to deliver consistent, customer-focused, and compliant IT service desk support.
Key Responsibilities
Key Responsibilities
- Manage daily operations, including call, chat, email, and ticket handling across Tier I, Tier II, and optional tasks teams.
- Implement and enforce the Operations Management SOP, ensuring processes are followed and adjusted for operational needs.
- Provide 24x7 supervisory coverage planning, including shift scheduling, workload balancing, and resource adjustments during high-volume periods.
- Monitor performance metrics (service levels, response times, resolution rates, AQLs) and implement corrective actions to ensure contractual compliance.
- Serve as the primary point of escalation for supervisors and leads regarding operational or staffing issues.
- Coordinate incident management and participate in major incident bridge calls, ensuring customer impact is accurately communicated and resolved.
- Deliver operational event reporting, including after-action reviews, root cause analysis, and recommendations for improvement.
- Oversee onboarding, training, and performance of Tier I and Tier II staff, ensuring compliance with training SOPs and CBP standards.
- Collaborate with Program Manager on Program Management Reviews (PMRs) and provide inputs to weekly and monthly reporting.
- Support incoming and outgoing transition activities, including knowledge transfer and staff integration.
- Maintain compliance with IT security policies, including handling of Personally Identifiable Information (PII).
- Coordinate with leadership to adapt operations to evolving requirements, including new technologies and applications.
- Education: Bachelor’s degree in Information Technology, Business Administration, or related field. Equivalent experience may be substituted.
- Experience:
- Minimum 7 years of experience in IT operations management or service desk management.
- At least 3 years of IT service desk supervisory experience managing multi-site or 24x7x365 operations.
- Experience with ITIL-based service delivery, major incident management, and performance reporting.
- Strong background in staffing, scheduling, and resource allocation for large teams (50+ personnel).
- Certifications:
- ITIL v4 Foundation (required).
- PMP or equivalent Project Management certification (preferred).
- Skills:
- Strong leadership, communication, and interpersonal skills.
- Ability to manage high-pressure operational environments.
- Proficiency with IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy).
- Analytical and problem-solving skills with focus on continual service improvement.
- Must be a U.S. Citizen.
- Must pass background investigation.
- Willing to work flexible hours to support 24x7x365 operations.
- Occasional travel may be required.
