Operations Manager

Dexian has an immediate opportunity available for an Operations/Service Delivery Manager with our premier aerospace customer. The Service Delivery Manager reports directly to the End User Computing (EUC) Tower Lead and will be responsible for monitoring and supporting day-to-day operations within EUC.

The Service Delivery Manger will:

• Directly coordinate with the team to ensure performance milestones, project deadlines, and KPI's are being met.
• Focus on metrics and reporting for various areas within the department.
• Provide first line for escalations that go beyond the EUC team/tech lead level.

Possess the following:

• Strong technical background in desktop support.
• Knowledge and experience analyzing data/metrics and creating reports.
• Knowledge and experience using ServiceNow ticketing system.
• Knowledge of project management principles and practices.
• Strong soft skills include ability to interact with technical team as well as customers.

REQUIREMENTS AND SKILLS:

• 10+ years' experience in supporting enterprise level PC's as an IT Desktop (Desk-Side) or Help Desk Technician
• Able to support systems on both classified and unclassified networks
• Familiarity with security requirements (ICD 503, DFARS, etc.)
• Advanced understanding of:
  
  
  
  • Active Directory (heavy account management).
  • UNIX (account management, permissions, etc.).
  • McAfee suite of security products (i.e. ENS, DLP, MDE)
  • Hardware support experience (i.e. swapping hard drive, fan, motherboard)
  • Troubleshooting HP systems
  • Maintaining/troubleshooting VoIP devices (i.e. Cisco Call Manager/Unity)
  • Installing/supporting/ troubleshooting Windows and Mac OS devices, MS Office, network connectivity issues, etc., and perform system (re)imaging using LANDesk or other imaging technologies.
  • Data transfers using USMT.
  • Inventory management, shipping and receiving, asset management. Includes: warehouse processes for shipping/receiving packages, asset tags, unboxing, return merchandise authorization (RMA) tracking.
  • Advanced understanding of the ServiceNow ticketing system.
  
  
  
  
• Preferred working knowledge of audio, video, control, and communications systems.

This position requires an active Department of Defense security clearance at the Top-Secret level at time of hire. Preferred to have completed SCI / CI Poly at time of hire or must be obtainable post-hire.
United States citizens ONLY are eligible for a security clearance and this position.

EDUCATION:

• Associates degree in IT / Computer Sciences, preferred
• Must be IAT Level II (Security+) certified or able to obtain certification within 90 days of start date.
• Audio, video conferencing, or control equipment manufacturer certifications is a plus (Polycom, AMX, Crestron, etc.)

QUALIFICATIONS:

• Submit/Pass a 10-year background check, criminal history, drug screening, and fingerprints
• Valid driver's license/Real-ID with clean driver's history
• Must have a strong work ethic, be extremely organized and detail-oriented, be a self-starter with excellent time management, problem solving, and multitasking skills
• Excellent face-to-face customer service skills - at least 1 year experience in a customer service position, such as: call center, retail, or other customer facing role
• Demonstrated problem solving skills with ability to research, resolve and complete tasks within pre-determined deadlines and schedules
• Able to process work quickly and accurately despite interruptions, changing timelines and priorities, on a regular basis
• Strong command of Microsoft Office Suite including Outlook, Excel, and Word programs
• Position may require dexterity and ability to sit, stand, walk extended distances

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.