Operations Technical Lead

C-HIT•Columbia, MD

10h•$119,000 - $135,000•Remote

About The Position

Operations Lead is responsible for overseeing day‑to‑day operational activities, ensuring smooth execution of business processes, team coordination, service delivery, and continuous improvement. This role acts as the bridge between technical teams, project management, leadership, and customers—driving operational efficiency, quality, and accountability.

Requirements

8 –10 years of experience in operations management or service delivery leadership.
Strong understanding of operational frameworks (ITIL, Lean, Six Sigma).
Experience with ticketing/ITSM tools (ServiceNow, Jira, Zendesk, Remedy).
Ability to analyze data, create reports, and manage performance metrics.
Excellent communication and leadership skills.
Strong organizational, analytical, and problem‑solving capabilities.
Ability to influence and collaborate with cross-functional teams.
High emotional intelligence and stakeholder management skills.
Candidate must be US Citizen OR Green Card to obtain Public Trust clearance and must have lived in the United States for at least three (3) out of the last five (5) years.

Nice To Haves

Knowledge of Agile/Scrum methodologies.
Experience in high-availability, high-volume operations.
Background in DevOps, API operations, or cloud platforms (AWS/Azure/GCP).
Exposure to enterprise CMS, integration platforms, or digital transformation programs.
ITIL Foundation or higher
Lean Six Sigma (Green Belt/Black Belt)
PMP or similar (optional but beneficial)
Any domain‑specific certification (depending on the environment)

Responsibilities

Lead daily operations to ensure seamless delivery of services and business processes.
Monitor KPIs, SLAs, and operational metrics to maintain high performance and customer satisfaction.
Manage incident triage, escalations, and resolution workflows.
Ensure compliance with organizational policies, standards, and governance models.
Supervise, mentor, and support operations staff across multiple functional areas.
Conduct regular team meetings, performance reviews, and training sessions.
Foster a culture of accountability, collaboration, and continuous improvement.
Identify gaps in workflows and implement process improvements.
Develop Standard Operating Procedures (SOPs) and operational playbooks.
Work with cross‑functional teams to streamline processes and reduce inefficiencies.
Act as the primary point of contact for operational issues and escalations.
Work closely with product owners, engineering, project managers, and leadership.
Translate business needs into actionable operational requirements.
Prepare weekly/monthly operational reports, dashboards, and analytics.
Ensure adherence to SLAs, compliance guidelines, and quality standards.
Contribute to risk assessment and mitigation planning.
Oversee tooling used for operations (ticketing systems, monitoring tools, dashboards).
Collaborate with IT/engineering teams on system upgrades, integrations, and automation.
Leverage data insights from tools to improve operational efficiency.