Enterprise Operations Manager

Enterprise Operations Manager | Req#4270 ActioNet has an opportunity for an Enterprise Operations Manager requiring a Public Trust clearance in the Washington, D.C., metro area. Hybrid work is available. In this role, you will ensure cohesiveness between all tiers and manage day-to-day operations of services, including incident, service requests, and end-user support. You will be the first point of contact for troubleshooting hardware/software, computer systems (PC and Mac), and printer problems. You will train and mentor staff responsible for phone and in-person support to users in e‑mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications. The right candidate will work well with a team, always exhibit excellent customer service skills, and be self‑motivated, seeking ways to improve the environment. Duties and Responsibilities Demonstrate expert-level knowledge of industry-accepted standards and best practices related to Project Management, SDLC, and HDI. Guide, direct, and develop an ITSM/ITIL maturity plan throughout the contract's lifecycle. Responsible for the overall synergies, coordination, and collaborations of all tiers Identify areas of improvement and develop and deploy ITSM/ITIL improvements. Facilitate key customer meetings to understand project statuses, risks, issues, and resource requirements. Be the primary POC of operational escalations, determine root causes, and develop corrective action plans, ensuring they are worked to completion. Ensure KPIs, SLAs, and communication expectations are met across the program Ability to work proactively and independently while handling multiple assignments. Plan, initiate, and manage information technology (IT) projects. Lead and guide the work of technical staff. Serve as liaison between business and technical aspects of projects. Basic Qualifications (required) Ten (10) years managing and leading successful and consecutive commensurate experience managing 24/7/365 customer support center or enterprise service desk of 50 plus staff. Significant experience supporting financial/regulatory agencies (e.g., Federal Reserve Board (FRB), the Federal Deposit Insurance Corp. (FDIC), and the Securities and Exchange Commission (SEC), Office of the Comptroller of the Currency (OCC)). Project Management Institute (PMI) Project Management Professional certification. ITIL 3 or 4 certification. Strong technical background in the areas of IT infrastructure, network engineering, systems administration, call center, Desk-side Support, systems security, and software applications. Works well within a team and understands the importance of quality customer service. Preferred Qualifications Bachelor’s degree in computer science/information systems. ITIL 4 Certification. Help Desk Institute (HDI) Certification - Support Center Manager. ServiceNow certification. Benefits Medical Insurance Vision Insurance Life and AD&D Insurance 401(k) Savings Plan Education and Professional Training Flexible Spending Accounts (FSA) Employee Referral and Merit Recognition Programs Employee Assistance and Identity Theft Protection Paid Holidays: 11 per year Paid Time Off (PTO) Disability Insurance Equal Opportunity Employer ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr