Operations Lead

SiloSmashers is seeking a highly experienced Operations Lead to join its growing contract supporting a federal government agency. The Operations Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team. The Operations Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of helpdesk technicians ranging from Tier 1 to Tier 3.The Operations Lead role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs. A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.QUALIFICATIONS:Proven success simultaneously managing a diverse team and their work activitiesProvide guidance to technical team, ensuring the successful completion of implementation projects.Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps.Collaborative approach to develop and nurture new relationships with several external customers and stakeholders.Manages IT InfrastructureDisaster recoveryBackupsO365ESXiAWSAzureAVDInTuneSCCMAxoniusIT Storage (SAN)SolarWindsExperience developing and implementing Ops Strategic Planning and RoadmapsExtensive experience actively using ServiceNow IT Service ManagementDrive multiple projects on time and within budgetLead implementation of Ops Security Compliance aligned to all IT assetsProven experience generating relevant Ops metrics for continual improvement from ServiceNow (ITSM)Oversee entire lifecycle of all IT AssetsManage a multi-tiered Ops staffMentor, coach and provide professional growth for direct reportsExperience in a strong advisory role in a Federal Agency environmentAbility to develop relevant reporting artifacts for Program ManagerUnderstand technical aspects of Operations to manage troubleshooting, solutioning, etc.Experience developing policy, procedure and SOP documentationExtensive experience developing and maintaining project schedules and reporting out data (MS Project) and use of Project Web Application a plus Experience developing and maintaining metrics and KPIs and presenting to senior leadership.SOFT SKILLS:Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons. Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendorsProven proficiency facilitating challenging conversations across all levels of the organizationMust have a high level of EQ to "bring out the best" in team members, both internal and externalExperience and composure to be the conductor of a very complex and challenging technical "orchestra."Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomesFlexibility and ability to swiftly adapt to a customer environment and positively integrate oneselfStrong analytical, problem-solving, and decision-making capabilities, with a data-driven mindsetTeam player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy Sound business ethics, including the protection of proprietary and confidential information POSITION REQUIREMENTS Must be a U.S. CitizenBachelor's DegreeAbility to attain a Public Trust clearanceAt least 15 years in a team lead, Operations Lead or project manager capacity.One of the following certifications:Azure 900 AWS Cloud PractitionerPluses:Currently supporting a DHS ComponentCurrently possess DHS EOD