Operations Manager \u002d Service Desk

Operations Manager - Service Desk

BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments. BDR is seeking a Operations Manager - Service Desk to join our growing team! This position will be performed virtually from the individual's home office working on EST time schedule with ad-hoc travel to Ashburn, VA. This position requires US Citizenship with an active Top-Secret clearance. (Military Veterans and HUBZone candidates are highly encouraged to apply) Role Overview The Operations Manager is customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills to support an Information Technology (IT) 24/7/365 service desk contract in support of a US government client's mission. In this role the ideal candidate will provide leadership and guidance to a team in ways that promote the client's mission.

Responsibilities

• Serve as a senior on-site service desk manager.
• Responsible for ensuring the team meets the client's service delivery targets and objectives.
• Support service desk reporting and assist with periodic briefings to client management.

Required Minimum Qualifications

• Bachelor's Degree (Business, IT or similar) with a minimum of 3 years of IT service desk supervisory experience.
• Have a background in Information Technology/Service Management frameworks and methodologies (ITIL, ITSM, CMMI, ISO, and AGILE).
• Active Top Secret clearance.
• Project Management Institute (PMI®) Project Management Professional (PMP) or similar private sector or government certification, preferred.
• Experience supporting CBP/DHS, preferred

In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness. BDR is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.