IT Service Desk Operations Program Manager

NTT DATA Services•Alexandria, VA

4d•$97,391 - $162,319•Onsite

About The Position

The Operations Manager is a key leadership role responsible for overseeing the day-to-day operations. This role focuses on ensuring efficient and effective processes, optimizing resource allocation, and driving continuous improvement initiatives to achieve operational excellence and meet business objectives.

Requirements

Bachelor’s degree
Minimum 8 years of experience managing operations of an enterprise program
Minimum 8 years of experience working with government employees to define performance measures for a help desk/service desk
Minimum 8 years of experience providing exceptional customer service in a federal environment
Ability to obtain/maintain a Public Trust Clearance

Nice To Haves

Experience managing call center and supporting staff in a high customer satisfaction environment
ITIL v4 Foundation certification

Responsibilities

Directs the completion of tasks within estimated timeframes and budget constraints.
Schedules and assign duties to subordinates and subcontractors and ensures assignments are completed as directed.
Enforces work standards and reviews.
Resolves work discrepancies to ensure compliance with contract requirements. Interfaces with the Contractor’s Program Manager as well as Government management personnel including, but not limited to, the Contracting Officer and the Contracting Officer’s Technical Representative.
Prepares written and oral reports for contractor management and Government representatives.
Provides competent leadership and responsible program direction through successful performance of a variety of detailed, diverse project transitioning elements.
Develop and implement standardized procedures and workflows to enhance efficiency and productivity.
Monitor process performance, gather data, and analyze results to track progress.
Oversee the allocation of resources, including personnel, equipment, and materials, to ensure optimal utilization and minimize costs.
Develop and manage operational budgets, track expenses, and identify cost-saving opportunities.
Implement inventory control measures to ensure adequate stock levels while minimizing holding costs.
Generate regular reports on operational performance, including progress towards goals, key metrics, and areas of concern.