Senior IT Operations Manager
Category:  Domestic
Company Logo #2 - Chameleon new logo
Position Description:

Support the Department of State, Bureau of Diplomatic Security, Office of the Chief Technology Officer in the delivery of IT services to support the mission of the CTO. Leverage industry best practices to support ongoing and emerging initiatives and maintain a reliable and secure IT network. Position responsible for supporting successful delivery of contract support services including:
  • Improve IT customer service and incident resolution
  • Achieve Service Level Agreements
  • Provide 24x7x365 Tier 2 and 3 call center support
  • Maintain the operational network
  • Provide procurement and asset management support
Position Requirements/Qualifications:
Education and Certifications
  • High School Diploma or higher.
  • Certified Information Security Manager (CISM)
  • Certified Information Systems Security Professional (CISSP) certification
  • Certified in Risk and Information Systems Control (CRISC), (preferred)ITIL v3 Intermediate or Expert
Knowledge and Experience
  • 5 or more years’ experience managing an IT Operations support team providing Service/Call center support.
  • Must have Service Management experience and familiarity using the ITIL framework.
  • Must have risk management and issue resolution experience
  • Excellent communications and interpersonal skills
  • Ability to develop and meet Service Level Agreements (SLAs)
  • Flexible/Adaptable to working in a 24x7x365 Tier2/Tier 3 service/call center environment
  • Customer focused and service excellence driven
  • Ability to prepare periodic (monthly/quarterly) performance reports based upon metrics
  • Experience tracking and maintaining standards and procedures
  • Developing and executing processes and procedures to improve team performance and customer satisfaction
  • Experience managing support with Remote Devices and Software
  • Attend work regularly to ensure all job duties are timely performed
  • Other duties as assigned from time to time by management
Contingent upon award
“Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.”
Location  Arlington , VA
Minimum Experience (yrs): 
Required Education:  Not Specified
Salary:  Open
Benefits:  Dental
Heath Insurance
Retirement Savings Plan (401K)

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