Deputy Operations Manager

Job Locations US-AL | US-AZ | US-AR | US-CT | US-DE | US-FL | US-GA | US-ID | US-IL | US-IN | US-IA | ...
ID
2021-2085
Category
Information Technology
Type
Regular Full-Time

Overview

We are seeking a Deputy Operations Manager to join our team supporting ICE ITSS in Chandler, AZ. 

 

Provide support to the Operations Mgr and leadership to all Field Operations / Tier 2 CONUS and OCONUS supporting over 800 CONUS Sites and 90 OCONUS Sites.  Field Operations provides deskside and local area network support to ICE end users worldwide and is divided into two (2) different support areas – ITFO CONUS handles domestic Tier 2 site support and ITFO OCONUS handles all international Tier 2 site support. Support Operations Manager and provide backup to managing a solution-oriented nationwide Tier II support team with a team of 13 Regional Managers. Support complete customer infrastructure from the wiring closet to the network and server infrastructure, deployment and project support, data calls, and ad hoc requirements.

 

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

 

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com

Apply now to explore jobs with us!  

Responsibilities & Qualifications

RESPONSIBILITIES

  • Provide support and leadership to a team of 13 regional Tier 2 Leads and 100+ technicians providing deskside IT, audio/visual equipment, video teleconference equipment, mobile phone and asset management support in a service desk environment for a U.S. government customer.
  • Provide backup support to the Operations Manager.
  • Develop processes to enhance customer service.
  • Design effective quality assurance measures for service requests and ensure compliance by the team.
  • Engage dissatisfied customers and diffuse escalated situations.
  • Ensure compliance against contractual SLA targets.
  • Efficiently prioritize incident and service request tickets in alignment with client priorities.
  • Work with VIPs, providing "white glove" service where necessary.
  • Coordinate the logistics of and conduct the movement of assets and equipment to various client facilities when needed.
  • Manage the knowledge base and standard operating procedure (SOP) library of the team.
  • Provide reporting on incident and service request resolution as well as project status as required by management and the client.
  • Schedule team assignments and locations strategically to maximize results.
  • Develop training plan to be implemented for all Tier 2 staff.
  • Possess and apply comprehensive knowledge across key tasks and high impact projects
  • Perform duties in accordance with the PMI, Project Management Body of Knowledge
  • With minimal supervision, manage projects that include deployment of: desktops, laptops, tablets, servers, networks / LANS, voice systems, cabling, specialized equipment (e.g. fingerprint scanners, IAFIS equipment), data circuits, VTC, WAN / LAN design, and associated deployment
  • Provide day‐to‐day status communications with the ICE PM and OCIO
  • Utilize SharePoint, Project, ServiceNow and BMC Remedy to document and track projects

REQUIRED QUALIFICATIONS

  • 10 years of professional experience in IT support services
  • 5 years of project / Operational Management experience
  • Bachelors degree in an IT relevant discipline
  • PMP Preferred
  • Active Top Secret clearance with SCI eligibility

Additional Job Information

COMPETENCIES

  • Establish Focus
  • Change Management
  • Develop Others
  • Oral Communication
  • Written Communication
  • Interpersonal Awareness
  • Build Relationships
  • Analytical Thinking
  • Conceptual Thinking
  • Strategic Thinking
  • Technical Expertise
  • Initiative
  • Foster Innovation
  • Results Oriented
  • Teamwork
  • Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Location: Telework within the continental United States, must be willing to travel 50% of the time, CONUS and OCONUS
  • Type of environment: Varies
  • Noise level: Medium - High
  • Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
  • Amount of Travel: At least 50%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

 

WORK AUTHORIZATION/SECURITY CLEARANCE

US Citizen

Top Secret Clearance with SCI eligibility

 

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

 

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