Job Description

SiloSmashers is seeking a highly experienced Operations Lead to join its growing contract supporting a federal government agency

The Operations Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team The Operations Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of helpdesk technicians ranging from Tier 1 to Tier 3

The Operations Lead role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.

QUALIFICATIONS

• Proven success simultaneously managing a diverse team and their work activities

• Provide guidance to technical team, ensuring the successful completion of implementation projects.

• Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps.

• Collaborative approach to develop and nurture new relationships with several external customers and stakeholders.

• Manages IT Infrastructure

• Disaster recovery

• Backups

• O365

• ESXi

• AWS

• Azure

• AVD

• InTune

• SCCM

• Axonius

• IT Storage (SAN)

• SolarWinds

• Experience developing and implementing Ops Strategic Planning and Roadmaps

• Extensive experience actively using ServiceNow IT Service Management

• Drive multiple projects on time and within budget

• Lead implementation of Ops Security Compliance aligned to all IT assets

• Proven experience generating relevant Ops metrics for continual improvement from ServiceNow (ITSM)

• Oversee entire lifecycle of all IT Assets

• Manage a multi-tiered Ops staff

• Mentor, coach and provide professional growth for direct reports

• Experience in a strong advisory role in a Federal Agency environment

• Ability to develop relevant reporting artifacts for Program Manager

• Understand technical aspects of Operations to manage troubleshooting, solutioning, etc.

• Experience developing policy, procedure and SOP documentation

• Extensive experience developing and maintaining project schedules and reporting out data (MS Project) and use of Project Web Application a plus

• Experience developing and maintaining metrics and KPIs and presenting to senior leadership.

SOFT SKILLS

• Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.

• Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.

• Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.

• Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors

• Proven proficiency facilitating challenging conversations across all levels of the organization

• Must have a high level of EQ to "bring out the best" in team members, both internal and external

• Experience and composure to be the conductor of a very complex and challenging technical "orchestra"

• Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes

• Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself

• Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset

• Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy

• Sound business ethics, including the protection of proprietary and confidential information

POSITION REQUIREMENTS

• Must be a U.S. Citizen

• Bachelor's Degree

• Ability to attain a Public Trust clearance

• At least 15 years in a team lead, Operations Lead or project manager capacity

• One of the following certifications:

• Azure 900

• AWS Cloud Practitioner

Pluses

• Currently supporting a DHS Component

• Currently possess DHS EOD