End User Operations Manager

Position: End User Operations Manager
Location: Washington DC
Duration: 12 Months

Job Description

• Seeking an End User Operations Manager to support our customer in Washington D.C. We are looking for an effective leader with strong skills in managing an End User Support (EUS) Team to include Headquarters Executive Help Support Enterprise Operations Center (EOC) Tier 2 Field Support Service Desk Video Teleconferencing (VTC) and Web Conferencing.
• 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.
  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 enduser 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 SLAs 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 crossfunctional team members.
• Ability to work independently and manage multiple demands on time in crossfunctional virtual and teams.
• Strong collaboration skills using a solutions and customerserviceoriented approach.