IT Operations Manager

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Responsibilities:

• Provide daily supervision and direction to Service Desk technicians across multiple locations who are responsible to provide support to customers via phone, in person, and through remote support channels. These technicians provide support to a mixed environment utilizing Windows, Mac, and Linux operating systems supporting critical scientific and business application
• Formulate and enforce performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; and communicating polices, purposes, and objectives of the to the assigned staff
• Work with the Program Manager to complete the duties related project management, transition plan and management of the tasks as part of the contract
• Manage a team of support personnel who troubleshoot IT desktop issues.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Ensure maximum issue resolutions in minimum time.
• Document steps performed for problems tasks that may recur and sharing these steps with co-workers;
• Supervise and relocate IT equipment, including desktop computers, printers, monitors, portable data storage devices, and other peripherals;
• Write ad-hoc technical instructions for non-technical users when remotely connecting, phone support, or face to face visits are not possible
• Evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user
Requirements

• Bachelor's Degree in Information Systems, Engineering, Business, Computer Science or other related discipline. Four years of experience may be accepted in lieu of degree.
• Minimum of 5 years of experience; at least two years must be specialized. Specialized experience includes; Staff management, Recruitment, and Retention, Service Desk/ Service Desk management
• Have public trust clearance, or able to obtain
• One or more certification required:ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate (MCSA): Windows 7 and/or 10, Microsoft Certified Solutions Engineer (MCSE)
Desired Qualifications

- Certified by the Service Desk Institute as a Service Desk Manager, Desktop Support Manager or Support Center Manager
- ITIL v3 certification
- PMP Certification
- Utilized enterprise level remote assistance tool, such as Bomgar

*Want to hear our technicians describe their role, then click on the link to watch the video: https://youtu.be/UbVaUQPJ2aI

Basic Compensation: $ 114,000.00 yearly salary

The salary offered within this range will be based on the selected candidates’ skills, experience, education, market data, and internal parity. DLH may offer other rewards that may include performance incentives and program-specific awards.  An applicant’s salary history will not be used to determine compensation.

Benefits: DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.