Job Description
Job Description
Why Govplace?
Our intentional culture, our leaders, our people…. which helped us rank #1 Best Companies to work for in Maryland. This achievement is a testament to the dedication and passion of our smart, vibrant, and dynamic team members. At Govplace, you won’t just find a job, you’ll discover a career with purpose, impact, and the opportunity to grow. Our team creates and brings market-leading, transformative technology solutions to the federal government, and our goal is to support them in building an exciting and profitable career by providing opportunities for professional and personal growth, competitive benefits, and work/life balance.
Govplace delivers innovative IT solutions to the federal government. We specialize in transforming federal IT systems into efficient scalable infrastructures that enhance operational performance and fortify against evolving cyber threats. We enable mission success for federal agencies with innovative, secure technology solutions and services that drive modernization, elevate cyber security excellence, and unlock peak efficiency. Our expertise in modernization, security, and optimization, augmented by our actionable insights derived from industry partnerships and extensive federal agency knowledge, enables our customers to deliver secure, resilient, and cost-effective services that meet the highest standards of national security and compliance.
About the Role
We are seeking a skilled and experienced Operations Manager to lead a high-performing IT Service Desk team in a fast-paced and evolving environment. This on-site position plays a critical leadership role in overseeing day-to-day operations, ensuring timely service delivery, and maintaining high standards of technical support and customer satisfaction.
The ideal candidate will possess strong leadership qualities, a deep understanding of service desk processes, and the ability to communicate and collaborate effectively across all levels of the organization.
Key Responsibilities
- Manage the daily operations of the IT Service Desk to ensure prompt and efficient technical support.
- Serve as the primary on-site liaison for client representatives and designate an on-site backup POC as required.
- Review and update all open service tickets daily, ensuring progress is clearly documented and resolved in a timely manner.
- Monitor service desk queues to prevent backlog; triage and classify new tickets within 15 minutes of submission.
- Prioritize tickets appropriately and assign to the correct categories, departments, or individuals.
- Supervise and support Service Desk personnel; evaluate performance and take necessary actions to ensure team effectiveness and retention.
- Conduct quality reviews of technical documentation before submission to oversight authorities.
- Ensure compliance with all contract deliverables, timelines, and quality standards.
- Maintain an accurate inventory of all IT assets assigned to service desk personnel and review consumable stock weekly.
Required Qualifications
- Minimum of five (5) years of IT Service Desk/Help Desk experience.
- Minimum of two (2) years in a management or leadership role.
- Excellent leadership, interpersonal, and communication skills.
- Strong organizational skills with the ability to manage and prioritize multiple projects simultaneously.
- Experience working in high-demand, fast-paced IT environments.
- Strong attention to detail and a focus on quality service delivery.
Certification Requirements
Required:
- ITIL Foundation
- CAPM (Certified Associate in Project Management)
- OR ITIL 4 Strategist (must be obtained within 6 months of hire)
- At least one Intermediate-Level Industry Certification, such as:
- CompTIA Security+ (Sec+)
- Cisco Certified Network Associate (CCNA)
- Microsoft Modern Desktop Administrator Associate
Desired:
- PMP (Project Management Professional)
- Higher-level certifications, such as:
- CISSP (Certified Information Systems Security Professional)
- CCNP (Cisco Certified Network Professional)
- Microsoft 365 Certified: Enterprise Administrator Expert
Preferred Skills
- Familiarity with ITIL or similar service management frameworks.
- Experience in IT support within government, enterprise, or contract-based environments.
- Experience reviewing or producing technical documentation.