Operations Manager (Remote)

Govcio LLC

19h•$110,000 - $120,000•Remote

About The Position

GovCIO is currently hiring for an Operations Manager to support the Readiness & Employment System as we modernize the legacy system for Veterans Readiness & Employment Service. This position will be a fully remote.

Requirements

Bachelor's degree with 8-12 years of experience (or commensurate experience).
Suitability/Public Trust clearance.
Must be a U.S. citizen.
Must be a permanent resident that has resided continuously in the United States for a minimum of three (3) consecutive years immediately preceding their start date with GovCIO.

Responsibilities

Oversee the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high-quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization.
Gather and translate stakeholder requirements—particularly from Veteran Affairs subject matter experts—into effective policies, standards, and operational guidance.
Foster strong cross-functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership.
Support incident and problem management through technical analysis and reporting.
Communicate complex issues to both technical and non-technical audiences.
Uphold rigorous quality assurance standards, drive process improvements, and lead implementations, change control activities, and incident response efforts.
Prepare and present reports to leadership.
Provide full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer-centric service.
Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support.
Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations.
Support and administer Jira for internal users, including workflow configuration and troubleshooting.
Evaluate and refine operational workflows to identify inefficiencies and implement improvements that maximize productivity.
Establish and execute the long-term vision for the IT Service Desk and infrastructure in alignment with company culture and strategic objectives.
Gather service desk requirements from Veteran Affairs subject matter experts and stakeholders, translating them into policies, standards, and operational guidance.
Build and maintain strong relationships across IT Operations, IT Service Management, Product teams, Project Managers, and Executive Leadership.
Collaborate with stakeholders to develop best practices, establish policies, and ensure customer needs are consistently met or exceeded.
Conduct product and service reviews to assess root causes, performance trends, and risk or issue concerns.
Support incident and problem management by analyzing service desk systems and identifying areas for improvement.
Utilize ServiceNow or similar ITSM platforms to create ad hoc reports and provide insights into ticket/work queue management.
Study and interpret technical architecture to support recommendations for solving complex technical challenges.
Translate complex issues from multiple information sources into clear, concise, and compelling narratives for leadership and non-technical audiences.