This position is contingent upon contract award.MindPoint Group is seeking an Operations Team lead who will be responsible for:
General Management & Decision Making
Owning the relationship with either the Service Desk (Level 1) or Digital Desk (applications & tools) to ensure performance levels are delivered and with a focus on continual service improvement
Develop and coach Technicians within their area of responsibility to meet the current and future needs of the business
Provide immediate supervision to their assigned team, which may be provided virtually / remotely
Provide day-to-day leadership and operational management for the group or function under their area of responsibility
Responsible for monitoring and providing regular feedback and daily guidance to their team to ensure ongoing performance management and the highest levels of service quality
Ensuring ongoing analysis of the effectiveness of, and compliance to, the policies and processes related to their teams
Make decisions that may have an impact on the quality or effectiveness of business activities at the team or department level.
Participate in and support department/company initiatives
Participate and contribute to the achievement of department goals, including goal setting
Build effective relationships within the team
Assist in the employee lifecycle process for their team including recruiting, coaching and development, motivating, performance management, and offboarding
Coach and mentor team members. Provide specific, timely, and constructive performance feedback
Monitor and assess staff performance data against established benchmarks for performance
Establish vision, direction, and specific objectives for team efforts and encourage strong and effective collaboration
Customer Service:
Identify, implement, monitor, and analyze KPIs to identify issues with service quality and implement corrective actions to address
Identify opportunities to improve processes, tools, capabilities, skills, and services to maximize the user experience and optimize IT service capabilities
Ensure users are kept informed at all times of the progress of escalations and requests that fall outside of the standard incident, change, service request, etc. processes
Provide quality support to users as demand requires, employing a high degree of customer service, technical expertise, and timeliness
Resolve problems with a high degree of patience and problem management techniques
Convey technical issues in laymen’s terms so the customer can understand
Qualifications
Active Top Secret clearance required
CISSP, Security + certifications.
Minimum of 6 years of experience managing large and complex enterprise systems
Oversee customer focused support and efficient operations of systems that meet DOJ service and security requirements. Positively contribute to the culture and knowledge of the team, practicing and enthusiastically sharing, developing, and implementing improved approaches. Lead change, both within and outside the organization, to meet organizational goals
Solid problem-solving skills including providing alternative options/approaches and identifying potential impacts of problems
Knowledge of data processing flowcharting techniques and project management
Strong analytical, conceptual, and problem-solving abilities
Good writing, technical documentation, and oral communication skills, with the ability to present ideas in user-friendly language
Ability to coach, motivate and develop team members
Ability to coordinate requests from different business areas
Ability to prioritize and execute tasks
Experience working in a team-oriented, collaborative environment.
Ability to work efficiently with peers, end-users, Senior Management, and outside vendors
Skilled in Microsoft OS and other regular packaged software
Intermediate networking and server skills
Excellent customer service and interpersonal skills
Excellent organizational skills
Excellent oral and written communication skills (technical and non-technical)
Ability to work in matrix team environments and always maintaining a positive attitude
Additional Information
All your information will be kept confidential according to EEO guidelines
