IT Service Desk Operations Program Manager

Req ID: 381891

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a IT Service Desk Operations Program Manager to join our team in Alexandria, Virginia (US-VA), United States (US).

Job Summary:

The Operations Manager is a key leadership role responsible for overseeing the day-to-day operations. This role focuses on ensuring efficient and effective processes, optimizing resource allocation, and driving continuous improvement initiatives to achieve operational excellence and meet business objectives. 

Job Duties: 

• Directs the completion of tasks within estimated timeframes and budget constraints.
• Schedules and assign 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.
• Develop and implement standardized procedures and workflows to enhance efficiency and productivity.
• Monitor process performance, gather data, and analyze results to track progress 
• Oversee the allocation of resources, including personnel, equipment, and materials, to ensure optimal utilization and minimize costs.
• Develop and manage operational budgets, track expenses, and identify cost-saving opportunities.
• Implement inventory control measures to ensure adequate stock levels while minimizing holding costs.
• Generate regular reports on operational performance, including progress towards goals, key metrics, and areas of concern. 

Basic Qualifications: 

• Bachelor’s degree 
• Minimum 8 years of experience managing operations of an enterprise program such as  help desk/service desk
• Minimum 8 years of experience providing exceptional customer service in a federal environment
• ITIL Foundation certification or higher 
• Ability to obtain/maintain a Public Trust Clearance

Preferred Qualifications:

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

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $97,391 - $162,319. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position offered in temporary, the position will not be eligible for incentive compensation. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

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About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, 

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