Operations Manager (Remote)
US-Remote
Careers (External)
Req #: 7876
Type: Full-Time
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Overview: GovCIO is currently hiring for an Operations Manager to support the Readiness & Employment System as we modernize the legacy system for Veterans Readiness & Employment Service. This position will be a fully remote. Responsibilities: This role oversees the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high‑quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization. It requires gathering and translating stakeholder requirements-particularly from Veteran Affairs subject matter experts-into effective policies, standards, and operational guidance, while fostering strong cross‑functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership. The position supports incident and problem management through technical analysis and reporting communicating complex issues to both technical and non‑technical audiences. It upholds rigorous quality assurance standards, drives process improvements, and leads implementations, change control activities, and incident response efforts. Additionally, the role is responsible for preparing and presenting reports to leadership, while providing full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer‑centric service. Qualifications: Bachelor's with 8-12 years (or commensurate experience) Required Skills and Experience * Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support. * Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations. * Support and administer Jira for internal users, including workflow configuration and troubleshooting. * Evaluate and refine operational workflows to identify inefficiencies and implement improvements that maximize productivity. * Establish and execute the long-term vision for the IT Service Desk and infrastructure in alignment with company culture and strategic objectives. * Gather service desk requirements from Veteran Affairs subject matter experts and stakeholders, translating them into policies, standards, and operational guidance. * Build and maintain strong relationships across IT Operations, IT Service Management, Product teams, Project Managers, and Executive Leadership. * Collaborate with stakeholders to develop best practices, establish policies, and ensure customer needs are consistently met or exceeded. * Conduct product and service reviews to assess root causes, performance trends, and risk or issue concerns * Support incident and problem management by analyzing service desk systems and identifying areas for improvement. * Utilize ServiceNow or similar ITSM platforms to create ad hoc reports and provide insights into ticket/work queue management. * Study and interpret technical architecture to support recommendations for solving complex technical challenges. * Translate complex issues from multiple information sources into clear, concise, and compelling narratives for leadership and non-technical audiences. Clearance Requirement: Suitability/Public Trust * * * Candidates must be * U.S. citizens * Permanent residents that have resided continuously in the United States for a minimum of three (3) consecutive years immediately preceding their start date with GovCIO, as this uninterrupted residency is required to meet federal background investigation standards.
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