HiringCafe
Posted 3mo ago

Operations Lead

@ SiloSmashers
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Washington, District of Columbia, United States
$135k-$145k/yrOnsiteFull Time
Responsibilities:Engage with stakeholders, Lead IT operations, Drive ticket closure
Requirements Summary:Senior Operations Lead with strong IT operations, stakeholder management, and leadership of a Tier 1–3 helpdesk team.
Technical Tools Mentioned:CRM, Helpdesk, ServiceNow ITSM, Office 365, AWS, Azure, ESXi, SCCM, SolarWinds, O365, Azure, ServiceNow ITSM
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Job Description

SiloSmashers is seeking a highly experienced Operations Lead to join its growing contract supporting a federal government agency.

 

The Operations Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team. The Operations Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of helpdesk technicians ranging from Tier 1 to Tier 3.

 

The Operations Lead role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs. A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.

 

QUALIFICATIONS:

  • Proven success simultaneously managing a diverse team and their work activities
  • Provide guidance to technical team, ensuring the successful completion of implementation projects.
  • Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps.
  • Collaborative approach to develop and nurture new relationships with several external customers and stakeholders.
  • Manages IT Infrastructure
  • Disaster recovery
  • Backups
  • O365
  • ESXi
  • AWS
  • Azure
  • AVD
  • InTune
  • SCCM
  • Axonius
  • IT Storage (SAN)
  • SolarWinds
  • Experience developing and implementing Ops Strategic Planning and Roadmaps
  • Extensive experience actively using ServiceNow IT Service Management
  • Drive multiple projects on time and within budget
  • Lead implementation of Ops Security Compliance aligned to all IT assets
  • Proven experience generating relevant Ops metrics for continual improvement from ServiceNow (ITSM)
  • Oversee entire lifecycle of all IT Assets
  • Manage a multi-tiered Ops staff
  • Mentor, coach and provide professional growth for direct reports
  • Experience in a strong advisory role in a Federal Agency environment
  • Ability to develop relevant reporting artifacts for Program Manager
  • Understand technical aspects of Operations to manage troubleshooting, solutioning, etc.
  • Experience developing policy, procedure and SOP documentation
  • Extensive experience developing and maintaining project schedules and reporting out data (MS Project) and use of Project Web Application a plus
  • Experience developing and maintaining metrics and KPIs and presenting to senior leadership.

 

SOFT SKILLS:

  • Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.
  • Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.
  • Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.
  • Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors
  • Proven proficiency facilitating challenging conversations across all levels of the organization
  • Must have a high level of EQ to "bring out the best" in team members, both internal and external
  • Experience and composure to be the conductor of a very complex and challenging technical "orchestra."
  • Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes
  • Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself
  • Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset
  • Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy
  • Sound business ethics, including the protection of proprietary and confidential information

 

POSITION REQUIREMENTS

  • Must be a U.S. Citizen
  • Bachelor's Degree
  • Ability to attain a Public Trust clearance
  • At least 15 years in a team lead, Operations Lead or project manager capacity.
  • One of the following certifications:
  • Azure 900
  • AWS Cloud Practitioner

 

Pluses:

  • Currently supporting a DHS Component
  • Currently possess DHS EOD