Service Center Operations Manager - 1812

Overview

Position: Service Center Operations Manager
Location: Albuquerque, NM
Salary Range: $149,000 - $159,400 per year
Clearance: Clearable to Q

KeyLogic is seeking a Service Center Operations Manager to support the IT program at a major national laboratory.

The Operations Manager plans, directs, and coordinates the operational and tactical activities of individuals responsible for the delivery of information processing and telecommunications services; establishes objectives and plans for the team’s operations; identifies and assembles the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements; translates organizational objectives into work plans; creates contingency plans to meet changes in business circumstances.  Participates in operational meetings.

We offer:


* A supportive and collaborative work environment.


* Opportunities for professional development and career growth.


* The chance to make a real impact on the success of our organization.

Responsibilities:


* Lead and Inspire: Direct a team of IT technicians, team leads, and managers, fostering a collaborative and growth-oriented environment.

Develop and implement performance objectives and professional development plans aligned with business needs.


* Customer Centricity: Own the user experience.

Be the primary point of contact for all client-related matters, ensuring prompt responses, regular communication, and resolution of non-compliance issues.


* Service Excellence Champion: Implement industry best practices (ITSM) to optimize service delivery.

Monitor key performance indicators (KPIs), identify areas for improvement, and implement innovative solutions for continuous service improvement.


* Technology Expertise: Maintain the health and security of our customers IT infrastructure, ensuring reliable and secure system operation.

Identify and address IT inadequacies that impact business operations.


* Strategic Visionary: Analyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and optimize service delivery.


* Knowledge Transfer: Mentor and coach team managers, promoting knowledge sharing and best practices within the team.

Qualifications:


* Bachelor's degree in MIS, Computer Science, or relevant field (equivalent experience may be considered; 6 years total).


* Minimum 2 years (4 preferred) experience managing Enterprise IT service operations.


* U.S.

Citizenship is required per contract to obtain and maintain a U.S.

Department of Energy Q security clearance.


* Proven ability to lead and motivate a team of technical professionals.


* In-depth understanding of ITSM best practices (ITIL v4 Foundation Certification a plus).


* Experience working with ticketing systems (Remedy, Jira, ServiceNow, etc.).


* Strong communication and interpersonal skills, with a focus on building relationships with clients a...