Operations Manager at OST, Inc. in Alexandria, Virginia

The fundamental distinction of the OST team is its business knowledge in both the public and private sectors. We serve the aerospace & transportation, association & nonprofit, defense, education, energy, financial, healthcare, and technology & telecommunications industries. OST is successful because we listen to our clients, we learn from our clients, and we know our clients.

This position is the alternate POC for the Government. The Contractor shall designate one (1) individual to serve as the Operations Manager. The Operations Manager is responsible for management and oversight of the Service Desk Operations supporting a centralized service desk for NSFs Information Technology services. This includes support of customers requesting support for desktop, infrastructure, business applications, and information security.

Job Duties

Directs the completion of tasks within estimated timeframes and budget constraints. Schedules and assigns duties to subordinates and subcontractors and ensures assignments are completed as directed. Enforces work standards and reviews. Resolves work discrepancies to ensure compliance with contract requirements. Interfaces with the Contractor's Program Manager as well as Government management personnel including, but not limited to, the Contracting Officer and the Contracting Officer's Technical Representative. Prepares written and oral reports for contractor management and Government representatives. Provides competent leadership and responsible program direction through successful performance of a variety of detailed, diverse project transitioning elements.

Requirements

• Master's degree plus 7+ years experience. Preferred that degree is in an IT-related field


• 6+ years of experience managing operations of an enterprise program


• 6+ years of experience working with government employees to define performance measures for a help desk/service desk


• 6+ years of demonstrated experience providing exceptional customer service in a federal environment


• National Science Foundation (NSF) or The National Aeronautics and Space Administration (NASA) experience is required


• Demonstrated experience as an Operations Manager (preferred minimum of 7 years of experience)


• Demonstrated strong oral and written communication skills


• Knowledge of industry accepted standards and best practices related to Information Management operations, and with Information Technology Service Management (ITSM) best practices


• ITIL Foundations or higher certification


• Preferred experience supporting and interfacing with senior executive stakeholders


• Experience working in a customer service role


• Experience working with SLAs


• Strong time management and communication skills


• Ability to adapt and prioritize work independently in a dynamic environment


• Strong interpersonal and presentation skills


• Experience with supporting high priority tickets


• Experience with ITSM tools such as ServiceNow or equivalent


• Experience with the desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video


• Experience with Automated Call


• Must be US Citizen

Nice to Have

• Experience managing call centers and supporting staff in a high customer satisfaction environment

This is a full-time position paying a base salary, full benefits, and has possible bonus potential based on merit and performance. To be considered for this position, please apply online with an MS Word resume.

OST is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local laws.