Note: The job is a remote job and is open to candidates in USA. Peraton is a next-generation national security company that drives missions of consequence spanning the globe. They are seeking an Operations Manager to lead a multidisciplinary team in providing high-quality IT services for SOCAFRICA J6, ensuring exceptional customer experience and optimizing workforce performance.
Responsibilities
- Managing and overseeing daily operations across the assigned team, including management, accountability, performance, and quality
- Managing resources and workforce across daily operations as well as participation in customer-sponsored projects as required
- Ensuring Service Requests are assigned and resolved or fulfilled based on their assigned priority and SLA
- Providing coordination between the assigned teams and escalated workcenters to ensure collaborative problem-solving
- Reallocating resources to address changing needs and surges in effort, to include providing support to project efforts
- Collaborating with the Asset Manager to effectively manage durable and consumable materials to enable rapid service restoration and aligning assets to requirements
- Supporting the HQ IT asset lifecycle management program, with a focus on the assigned site and forward deployed organizations
- Coordinating shipment of IT assets in and out of the assigned site, in concert with the HQ asset manager and on-site unit-level supply teams
- Inspecting materials and assessing the condition of assets for re-use in concert with the HQ asset manager, preparing assets for turn-in and disposition as appropriate
- Developing and implementing a cross-training program to improve depth in each functional area assigned
- Developing and continuously improving a catalog of Standard Operating Procedures covering common tasks, ensuring the workforce maximizes its use
- Advocating for and leading Continuous Improvement in all facets of Customer Support activities, including processes, evolving technologies, standards, and communication
- Creating and maintaining documentation such as policies, procedures, workflows, and user guides to enhance team productivity and user experiences
- Assessing and recommending improvements to the team’s toolsets, including tools and applications used to troubleshoot, collaborate, remotely support, and problem solve
- Identifying business and technical problems and developing corrective actions or improvements, ensuring solutions are technically sound and aligned with Enterprise capabilities and practices
- Analyzing customer requirements and capturing current processes, recommending process-based improvements to meet user needs
- Recommending and supporting technical solutions to meet unique operational requirements, leveraging a broad array of technical capabilities, tools, and services
- Serving as Project Manager to update and modernize existing systems based on changes in operational needs, policy, or organizational strategy, while recommending potential projects that align with the HQ Project Management Plan
Skills
- Minimum of 10 years of experience in roles of increasing responsibility
- DoD TS/SCI clearance is required for this role
- Documented supervisory experience at the team level (5 employees) or larger, with responsibilities that include Customer Support, Operations Management, or Service Desk Management
- Experience supporting VIP users and senior leaders with demanding expectations
- General technical experience including Windows, Active Directory, Cisco, and SharePoint environments, enabling the candidate to effectively coach problem-solving within the team
- Experience with end user hardware maintenance support models (Dell TechDirect, etc), and leveraging warranty/RMA processes to maximize warranty coverage
- Proven experience with development of standardized operational procedure documentation
- Prior experience supporting an enterprise level IT contract in a DoD organization
- ITIL 4 Managing Professional OR Project+ OR Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) certifications
- ITIL 4 Foundations
- Microsoft Windows MCA/Associate Level certifications
- Background and certifications related to systems or network engineering
Benefits
- Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Company Overview