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Tier 1 Operations Manager

Company: ECS
Location: Huntsville
Posted on: January 15, 2022

Job Description:

ECS is seeking a Tier 1 Operations Manager to work in our Huntsville, AL office. Please Note: This position is contingent upon contract award.
Job Description:
ECS is seeking a TS-cleared Tier 1 Supervisor in Huntsville, AL to oversee an 80-person Service Desk and NOC managed services program, supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world's finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber-attacks, and major criminal threats.
We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient and professional manner. This position performs activities associated with implementation, integration and support of computer systems in mission critical response operations environment.
Responsibilities include:
Oversee all system monitoring activities; subordinate to the Service Desk Manager
Knowledge of ITIL process and Industry best practices
Manages all network, server and equipment monitoring
Manages the day-to-day operations of the Tier 2 groups
Works with Deputy Service Desk Manager to proactively work incidents observed and Incident Manager in verifying the resolution of critical incidents
Understands and functions within Service and Operation Level Agreements
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills
Required Skills:
Top Secret Clearance
Bachelor's Degree or equivalent experience and / or technical certifications
Direct experience with HP Service Manager
5 year of experience with Call Center/Help Desk Management
Strong interpersonal skills
Advanced understanding of IT Service Management processes
Ability to work in a 24/7 environment
Desired Skills:
Direct experience with ServiceNow
HDI Certification
Experience with Agile project management
ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.
ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

Keywords: ECS, Huntsville , Tier 1 Operations Manager, Executive , Huntsville, Alabama

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