Job Description
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.