Job Description

ECS is seeking an Operations Manager to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.

Responsibilities to include:

• Ensuring that all opened Service Desk tickets are reviewed on a daily basis. This involves:
  • Checking each ticket for updates and progress.
  • Monitoring all tickets in the Service Desk queues to ensure they are addressed promptly, and none remain unresolved for an extended period.
  • Ensuring that every ticket has an updated journal note that accurately reflects the current status and any actions taken.
• To facilitate quick and effective resolution, the Operations Manager must ensure that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation. This includes:
  • Assessing the priority and urgency of each ticket.
  • Assigning the appropriate category and sub-category to each ticket.
  • Ensuring tickets are directed to the relevant department or personnel for resolution.
• Responsible for the management of the day to-day operation and direct supervision of all Service Desk personnel.
• Analyze the work of subordinates and take appropriate steps for retention or other personnel actions.
• Responsible for reviewing all technical writing documents prior to submission as well as ensuring all requirements of the contract are fulfilled and all deliverables submitted on time.
• Ensure all assets assigned to the Service Desk personnel is accounted for and accurate.
• Ensure the consumable asset stock count is accurate and reviewed on a weekly basis.
• Create an effective working relationship with the COR, COTRs, and CIO management team.

Qualifications

• Must have at least five (5) years of IT service desk/help desk experience, with at least 2 years in a management/leadership role.
• Excellent leadership skills, as well as strong communication and interpersonal skills.
• Must have the ability to prioritize and manage multiple projects and tasks simultaneously and experience managing a team in a fast-paced and dynamic environment.
• The ability to maintain and obtain a public trust clearance