Operations Support Manager - Full-time / Part-time

Job Description

The Operations Support Manager is responsible for providing input and influence key decisions relating to all aspects of managing operations. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer needs. The Operations Support Manager will work closely with the Operations Manager regarding operations and long-term planning, including scheduling to meet staffing requirements upon ticket and call volume history, hiring, managing, coaching and evaluating personnel, partnering with leads to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day to day operations.

Essential Duties and Responsibilities:

• Ensure adequate coverage for the 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
• Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team-oriented professional culture.
• Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Coordinate the rollout of software updates, network rearrangements, and the installation of new equipment and facilities with Repair, Engineering, and Field Operations, minimizing Customer impact and maximizing the productivity of Birch resources.
• Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
• Work with Engineering to provide operational perspective to network upgrade and augment projects.
• Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets.
• Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
• Plan projects, training, objectives, timelines, deliverables, and milestones
• To meet/exceed and maintain service levels as assigned by management.
• To meet/exceed expected reliability standards.
• Willing to take ownership and take on other duties as assigned.
• Some supervisory responsibilities

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Education

Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications

5-8 years of directly related experience supporting network operations.

. Strong problem solving and troubleshooting skills required: Ability to identify and analyze network quality and operational processes and then drive corrective / preventative action plans.

. 6 plus years professional experience in an Enterprise environment involving a geographically distributed network

. Experience in implementing hardware and operational growth plans including rapidly scaling computational and network bandwidth to handle client growth, continuous process improvements.

Unique/Additional Requirements

Knowledge and Skill Requirements:

. Player / Coach style required: High energy, hands-on management and coaching abilities. Excellent leadership and interpersonal skills

.Must be comfortable working in a high stress, fast paced environment shifting priorities.

. Excellent communications skills (verbal and written)

. Self-starter who can find and resolve issues pertaining to all of GDIT's offerings

. Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities.

. Ability to write technical documentation and create management reports and metrics

. Ability to provide both hands on solutions and supervision of projects

. Ability to successfully interface with a wide range of personnel within the organization

. Excellent written and verbal communication skills.

. Administer performance reviews and mentor staff Certificates, Licenses, egistrations

. ITIL v 3 Certification

. Active DoD Secret

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

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