V-Tech is a Veteran Owned (VOSB), Minority Business Enterprise (MBE), technology-based firm that is ISO/IEC 20000 Certified. Our Small Disadvantaged Business (SDB) and 8(a) status provide unique opportunities to serve state, federal and DoD organizations.


Job Description
Job Title Operations Manager
Job ID 657022
Location Kearneysville,  WV
Other Location
Description

Manager for Operations and Oversight

V-Tech Solutions is looking for an Operations Manager in Kearnesville, WV.

The Manager for Operations and Oversight will be responsible for the day to day operations of the application support desk.  The Manager for Operations and Oversight will be focused on scheduling personnel, staffing levels, providing appropriate measurement criteria on a daily, weekly, monthly, quarterly and annual basis.  The Manager for Operations and Oversight will be responsible for ensuring the day to day operations are aligned to meet the Coast Guard’s goals and targets and for analyzing statistical data to optimize staffing and support desk systems.  The Manager for Operations and Oversight will be responsible for overseeing the proper operation of onsite resources including but not limited to the Automatic Call Distribution system and statistical data management collected in the application support desk database.  The Manager will be responsible for making continuous improvement recommendations to the Coast Guard on the operation of the application support desk.
It is suggested that the Manager for Operations and Oversight have an Associate Degree or commensurate experience in direct call center management experience.  The Manager for Operations and Oversight should have experience with:
  • PBX systems,
  • Automatic Call Distribution systems and other application support desk technologies. 
  • Background in Information Technology/Service Management frameworks and methodologies (ITIL, CMM, ISO, etc.). 
  • Experience in financial management, implementing new technologies to leverage the workforce and have the ability to train others, in addition to having strong interpersonal, writing and presentation skills.
 
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