The Operations Support Manager is responsible for providing input and influence key decisions relating to all aspects of managing operations. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs. The Operations Support Manager will work closely with the Operations Manager regarding operations and long-term planning, including scheduling to meet staffing requirements upon ticket and call volume history, hiring, managing, coaching and evaluating personnel, partnering with leads to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day to day operations.
Essential Duties and Responsibilities:
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
5-8 years of directly related experience supporting network operations.
. Strong problem solving and troubleshooting skills required: Ability to identify and analyze network quality and operational processes and then drive corrective / preventative action plans.
. 6 plus years professional experience in an Enterprise environment involving a geographically distributed network
. Experience in implementing hardware and operational growth plans including rapidly scaling computational and network bandwidth to handle client growth, continuous process improvements.
Knowledge and Skill Requirements:
. Player / Coach style required: High energy, hands-on management and coaching abilities. Excellent leadership and interpersonal skills
.Must be comfortable working in a high stress, fast paced environment shifting priorities.
. Excellent communications skills (verbal and written)
. Self-starter who can find and resolve issues pertaining to all of GDIT's offerings
. Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities.
. Ability to write technical documentation and create management reports and metrics
. Ability to provide both hands on solutions and supervision of projects
. Ability to successfully interface with a wide range of personnel within the organization
. Excellent written and verbal communication skills.
. Administer performance reviews and mentor staff Certificates, Licenses, egistrations
. ITIL v 3 Certification
. Active DoD Secret
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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