Operations Manager/Project Manager II - Orlando, FL - DirectViz Solutions, LLC

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers. DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees. DVS is an employee-centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate-funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

We are seeking a highly skilled Operations Manager/Project Manager II to lead 24x7x365 Technology Service Desk (TSD) operations. The candidate will oversee Tier I and Tier II IT support, ensuring efficient resolution and escalation of incidents for nearly 300 custom and COTS applications, as well as advanced mobile device, email, and remote access support.

Key Responsibilities:

• Service Desk Management: Oversee Tier I and Tier II operations, ensuring timely incident response, resolution, and escalation for IT issues.
• Customer-Focused Support: Deliver exceptional IT support services to a diverse global user base, emphasizing responsiveness and reliability.
• Advanced Technical Support: Provide leadership for mobile device troubleshooting, email systems, and remote access solutions.
• Program Management: Lead initiatives that maintain and improve service desk operations, ensuring alignment with evolving technology requirements.
• Quality Assurance: Implement and monitor quality standards for service desk performance and user satisfaction.
• Training & Development: Ensure staff are well-trained and equipped to handle evolving technology requirements.
• Transition Management: Facilitate seamless onboarding/offboarding processes during operational or procedural changes.
• Continuous Improvement: Proactively adapt support services to technological changes, updating procedures and communicating enhancements effectively to users.

Qualifications:

• Experience: Minimum of three (3) years in service desk operations and supervisory roles.
• Skills:
  • Strong managerial and organizational skills.
  • Exceptional communication and customer service abilities.
  • Proficiency in problem-solving and decision-making in fast-paced environments.
• Knowledge: Familiarity with managing support for a wide range of custom and COTS applications.

Preferred Qualifications:

• Experience with large-scale IT operations or similar environments.
• Relevant certifications in IT service management or project management (e.g., ITIL, PMP).

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language
• Execute tasks independently and work as a team.
• Learns and memories routine tasks.
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position.

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.