Technogen International Company
End User Operations Manager
Technogen International Company, Washington, DC
Position: End User Operations Manager
Location: Washington DC(For the first 90 days, this position will be 100% onsite. After that, this position will transition to a hybrid schedule of 3 days onsite, 2 days remote per week)
Duration: Long Term
Duties and Responsibilities:
• Provides day-to-day management and supervision of overall Enterprise Management Systems (EMS) personnel, involving multiple projects and groups of personnel at multiple locations.
• Organizes, directs, and coordinates the planning and production of all EMS support activities and allocates resources as necessary.
• Demonstrates written and oral communication skills.
• Provides highly specialized technical advice concerning configuration and implementation of metric gathering methodology for monitoring IT facility equipment, applications, and services.
• Analyzes the metric, technical configurations and provides recommendations on the best alternatives.
• Provides technical guidance for directing and monitoring information systems operations.
• Provides technical/management leadership on all tasks and technology assignments, to include the supervision of operations within End User Operations.
• Serves as focal point for all concerns and establishes goals and plans that meet project objectives.
• Ensures a timely process through which problems are controlled, recognized, researched, and escalated to parties needed to resolve.
• Ensures all End User staff are trained and comply with process.
• Ensure internal customer satisfaction with IT services by understanding their strategic and tactical needs, making sure actions are taken to close any gaps; influence stakeholders' perceptions of the relevant EUS services.
Required Qualifications:
• Bachelor's degree is preferred but additional experience can be considered in lieu of a degree.
• Must have a minimum of 10 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations across end user services and infrastructure operations.
• At least 5 years of proven experience managing a program with at least 150 personnel delivering Enterprise Operations Support Services.
• At least 5 years of experience interfacing and presenting to executives.
• This leader requires an operational mindset with a passion for problem solving in a complex environment. The successful candidate will work at all end-user levels of a large federal department agency.
• This role requires the ability to work with a variety of customer stakeholders to manage priorities and projects as well as hold the program teams accountable to those priorities.
• Must be familiar with managing contractual SLA's and deliverables, as well as ticket queues and ticket quality.
• Familiarity / experience with ServiceNow
• Experience with major incident and critical situation problem resolutions
• Effective team leadership skills strongly preferred, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
• Ability to work independently and manage multiple demands on time, in cross-functional, virtual and teams.
• Strong collaboration skills using a solutions and customer-service-oriented approach.
Best Regards,
Ashok Kumar
Sr. Talent Acquisition Specialist
Web: www.technogeninc.com
4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151
Location: Washington DC(For the first 90 days, this position will be 100% onsite. After that, this position will transition to a hybrid schedule of 3 days onsite, 2 days remote per week)
Duration: Long Term
Duties and Responsibilities:
• Provides day-to-day management and supervision of overall Enterprise Management Systems (EMS) personnel, involving multiple projects and groups of personnel at multiple locations.
• Organizes, directs, and coordinates the planning and production of all EMS support activities and allocates resources as necessary.
• Demonstrates written and oral communication skills.
• Provides highly specialized technical advice concerning configuration and implementation of metric gathering methodology for monitoring IT facility equipment, applications, and services.
• Analyzes the metric, technical configurations and provides recommendations on the best alternatives.
• Provides technical guidance for directing and monitoring information systems operations.
• Provides technical/management leadership on all tasks and technology assignments, to include the supervision of operations within End User Operations.
• Serves as focal point for all concerns and establishes goals and plans that meet project objectives.
• Ensures a timely process through which problems are controlled, recognized, researched, and escalated to parties needed to resolve.
• Ensures all End User staff are trained and comply with process.
• Ensure internal customer satisfaction with IT services by understanding their strategic and tactical needs, making sure actions are taken to close any gaps; influence stakeholders' perceptions of the relevant EUS services.
Required Qualifications:
• Bachelor's degree is preferred but additional experience can be considered in lieu of a degree.
• Must have a minimum of 10 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations across end user services and infrastructure operations.
• At least 5 years of proven experience managing a program with at least 150 personnel delivering Enterprise Operations Support Services.
• At least 5 years of experience interfacing and presenting to executives.
• This leader requires an operational mindset with a passion for problem solving in a complex environment. The successful candidate will work at all end-user levels of a large federal department agency.
• This role requires the ability to work with a variety of customer stakeholders to manage priorities and projects as well as hold the program teams accountable to those priorities.
• Must be familiar with managing contractual SLA's and deliverables, as well as ticket queues and ticket quality.
• Familiarity / experience with ServiceNow
• Experience with major incident and critical situation problem resolutions
• Effective team leadership skills strongly preferred, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
• Ability to work independently and manage multiple demands on time, in cross-functional, virtual and teams.
• Strong collaboration skills using a solutions and customer-service-oriented approach.
Best Regards,
Ashok Kumar
Sr. Talent Acquisition Specialist
Web: www.technogeninc.com
4229 Lafayette Center Dr, Suite 1880, Chantilly, VA 20151