Enterprise Operations Center Manager

Washington, DC (National Capital Region)

Talent Orchard has been contracted by a top tier defense firm to assist with staffing a brand new contract opportunity and we are seeking an Enterprise Operations Center (EOC) Manager for a complex operations center for a large government agency. The EOC Manager reports to the Enterprise Operations Service Delivery program Manager and provides day-to-day technical leadership and supervision of the EOC.

Qualifications/Requirements:

• Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience
• Must be able to obtain and maintain a Public Trust Clearance
• Ability to coordinate a multi- vendor, geographically distributed team providing 24/7, multi-shift operations support including the supervision of operations within the EOC.
• Ability to service as the focal point for all concerns and establish goals and action plans to meet all operations objectives and SLAs.
• Ability to establish, document, and refine standard operating procedures to ensure problems are identified, controlled, researched, and escalated as appropriate for resolution.
• Expertise in commercial service desk systems (e.g. BMC Remedy or ServiceNow) to track all incidents from initial identification to final disposition/closure.
• Ability to establish training processes for staff to achieve sufficient knowledge and proficiency in operations processes and tools.
• Ability to perform technical and administration direction, including hiring, shift planning, performance management, and salary administration
• Ability to update online knowledge management systems with incident analysis and resolution information.
• Excellent verbal communication skills to coordinate with senior agency management and subcontractor team management.
• Experience providing operations support for enterprises with at least 10,000 users
• Managing service delivery to achieve defined SLAs
• Experience performing technical direction, supervisory functions, and OJT training
• Knowledge of ITIL is required. ITIL certification is desired.

Talent Orchard LLC is an SBA (8A), Economically Disadvantaged Woman-Owned Small Business, and Woman Business Enterprise Certified firm that provides the following services to clients in the commercial and public service sectors:

•  Human Capital
•  Professional Services
•  Accounting/Audit Readiness
•  Network/Cyber Security & IT Infrastructure
• Software Development/Engineering

 
Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skill set, but across many areas of technical and functional delivery.


To learn about our other exciting opportunities, please visit our Jobs Page at www.talentorchard.com.

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