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Technical Specialist - Senior Operations Manager

Functional Job Description:
Accountable for meeting all daily and monthly contract Service Level Agreements.
Document standard operating procedures in an ITIL format to ensure compliance
Provide rapid, in-depth responses to inquiries from the customer, executives, and senior staff.
Manage the interview process to include practical exercises including hands-on navigation of the commercial OS and software used by the agency and simulated call/ticket creation exercises.
Maintain timekeeping records for analysts using Deltek system.
Write and deliver official commendations, disciplinary actions, and performance reviews.
Manage methodology for measuring key performance indicators to drive employee performance.
Tabulate quality and efficiency metrics for inclusion in incentive plan, designed to reward superior performance and teamwork.
Inspired record-breaking levels of article contribution to the Knowledge Base.
Actively manage the performance of supporting teams to insure consistent, quality, and efficient delivery of services and support
Advise management and customers on network and security requirements and emerging technologies; work closely with the Major Incident team to address findings and remediation
Develop technical standards and procedures for LAN/WAN implementation, and management; establish performance management metrics; and evaluate overall LAN performance against relevant standards
Experience Required:
8-10 years' experience of directly supervising the day-to-day activities of approximately seven teams comprised of Tier 1 and Tier 2 service desk analysts.
Certifications Required:
ITIL v3 Cert

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