Operations Manager / Project Manager II

Trigent Solutions

  • USA
  • Permanent
  • Full-time
  • 1 day ago
  • Apply easily
Title: Operations Manager / Project Manager II
Location: Remote/Hybrid with occasional site visits (Orlando, FL and San Antonio, TX)
Client: U.S. Customs and Border Protection Office of Information and Technology Field Support Directorate
Clearance: Must meet DHS/CBP suitability requirementsOverview:
The Operations Manager supports daily execution of service desk operations, ensuring resources, processes, and staff are aligned to meet mission-critical IT support requirements.Key Responsibilities:
  • Manage daily service desk operations, including staff supervision, shift coverage, and resource allocation.
  • Ensure compliance with operational SOPs, including escalation, incident handling, and reporting.
  • Monitor service levels, performance metrics, and operational events, providing mitigation strategies and after-action reports.
  • Support onboarding and training of personnel, ensuring readiness and compliance with CBP processes.
  • Collaborate with Program Manager to ensure contract deliverables, reporting, and customer satisfaction goals are met.
Qualifications:
  • Minimum three (3) years of IT Service Desk supervisory experience.
  • Proven ability to manage staff and operations in a fast-paced 24/7 IT support environment.
  • Strong organizational, communication, and problem-solving skills.

Trigent Solutions