This role supports a Service Desk at a large federal government organization.  The Operations Manager is a full-time onsite position and must manage the Service Desk and Service Desk personnel.

The Operations Manager:

• Will be the HumanTouch on-site liaison for the COR or designee(s)
• Will be responsible for the management of the day-to-day operation and direct supervision of all Service Desk personnel
• Must analyze the work of subordinates and take appropriate steps for retention or other personnel actions 
• Is responsible for ensuring all requirements of the contract are fulfilled and all deliverables submitted on time
• Position is critical to the success of the mission and must create an effective working relationship with the COR, COTRs, and CIO management team

Required Qualifications

• At least five (5) years of service desk/help desk management experience 
• HDI Support Center Manager Certification
• Authorized to work in the United States
• Ability to pass a Moderate Background Investigation
• Ability to pass a SAMHSA Drug Screening test 

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• Knowledgeable of ITIL processes and tools, ITIL Foundations certification
• Experience with Cherwell
• US Postal Service (USPS) IT experience

 Other Requirements

• Ability to leverage learning and content management systems
• Be able to identify risks and establish priorities in a high energy environment
• Ability to analyze trends and take corrective action
• Good organization, negotiation, communication, and process improvement skills