Service Center Operations Manager - 1812 - KeyLogic Systems
Albuquerque, NM 87101
About the Job
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 andtelecommunications services; establishes objectives and plans for the team’s operations; identifies andassembles the optimalcombination 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 and internal stakeholders.
- Ability to analyze data, identify trends, and implement data-driven solutions.
- Passion for continuous improvement and a commitment to exceeding customer expectations.
Bonus points:
- Experience working with KCS methodologies.
- Master’s Degree in a relevant IT field.
- Project Management Certificate.