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Company Overview

Development InfoStructure LLC., (Devis) is a leading provider of innovative software development, management, and consulting services, specializing in cutting-edge technologies such as DevSecOps, AI, and Machine Learning. With over 30 years of experience, we have established ourselves as a trusted partner for government agencies, delivering tailored, mission-critical solutions that drive digital transformation and operational excellence. Our client-centric approach, coupled with our deep domain expertise and technical prowess, enables us to forge enduring relationships and consistently deliver high-impact, adaptive solutions that resonate with the unique needs of the public sector.

Job Overview

The Operations Manager will serve as the day-to-day operational leader and direct supervisor of all Service Desk personnel supporting the USPS Office of Inspector General's IT Managed Service Desk Solution. This role requires comprehensive expertise in IT service management, team leadership, and quality assurance to ensure efficient ticket management, service delivery compliance, and customer satisfaction across approximately 1,100 end-users. The Operations Manager will provide hands-on leadership and serve as the on-site liaison for the Contracting Officer's Representative (COR) and designees, ensuring seamless operations and adherence to strict service level agreements.

This role is contingent upon contract award, and will be full-time, on-site position, based at USPS OIG Headquarters, Arlington, VA with core hours Monday-Thursday: 6:00 AM - 7:00 PM EST, Friday: 6:00 AM - 5:00 PM EST.

Primary Duties

+ Ensure all opened Service Desk tickets are reviewed daily with updated journal notes reflecting current status and progress.

+ Guarantee all Service Desk tickets are triaged and correctly classified within 15 minutes of creation, assessing priority and urgency.

+ Provide direct supervision and management of all Service Desk Tier I and Tier II personnel, including performance evaluation.

+ Review all technical writing documents prior to OIG submission, ensuring quality and compliance standards.

+ Ensure accuracy of all assets assigned to Service Desk personnel through regular auditing and accountability measures.

+ Maintain accurate consumable asset stock counts with weekly reviews and low inventory advisement to COR.

+ Monitor ticket priority, urgency, category, and routing for optimal resolution and escalation procedures.

+ Attend daily Standup/Change Control meetings and brief on ticket status, VIP calls, and operational issues.

+ Serve as on-site liaison for COR and designees, maintaining daily communication and coordination.

+ Ensure compliance with all contract requirements and timely submission of deliverables and reports.

+ Manage telecommuting approvals and ensure designated on-site point of contact coverage when needed.

+ Analyze performance metrics and implement corrective actions for individuals and overall Service Desk operations.

+ Coordinate with other OCIO Directorates and USPS OIG groups for cross-functional support and collaboration.

+ Disseminate information throughout the Service Desk team in a timely and effective manner.

Necessary Skills and Knowledge

Expert knowledge in IT service desk operations:

+ ITIL incident and request management processes

+ Ticketing system administration and optimization

+ Service level agreement monitoring and compliance

+ Performance metrics and KPI management

+ Escalation procedures and workflow management

Strong expertise in team leadership and management:

+ Direct supervision of technical personnel

+ Performance management and evaluation

+ Staff development and training coordination

+ Conflict resolution and problem-solving

+ Change management and process improvement

Proficiency with government IT environments:

+ Federal agency IT infrastructure and systems

+ Security compliance and protocol adherence

+ Asset management and inventory control

+ Quality assurance processes and documentation

+ Multi-agency support coordination

Experience with customer service excellence:

+ VIP customer support and escalation

+ Customer satisfaction measurement and improvement

+ Communication skills for diverse stakeholder groups

+ Issue resolution and follow-up procedures

+ Service delivery optimization

Required Qualifications

+ Bachelor's degree in Information Technology, Computer Science, or related technical field preferred.

+ Minimum of five (5) years of IT service desk/help desk experience.

+ Minimum of two (2) years in management/leadership role.

+ Excellent leadership, communication, and interpersonal skills.

+ Ability to prioritize and manage multiple projects and tasks simultaneously.

+ Experience managing teams in fast-paced, dynamic environments.

+ Strong analytical and problem-solving capabilities.

+ Knowledge of ITSM tools and processes (ServiceNow preferred).

+ Experience with government contracting and compliance requirements.

Preferred Qualifications

+ USPS or federal agency experience, particularly with IT service management operations.

+ Military veteran status with leadership and technical experience.

+ Advanced degree (Master's) in Information Technology or related field.

+ ITIL Foundation or higher certification in service management.

+ Experience with multi-tier support structures and escalation procedures.

+ Knowledge of Inspector General operations and security requirements.

+ Experience with asset management and inventory control systems.

+ Customer service management certification or training.

Clearance

+ Ability to obtain and maintain Moderate Background Investigation (MBI) clearance.

+ PIV card eligibility for facility and system access.

+ Compliance with all USPS OIG security protocols and requirements.

Salary Range

+ $95,000 - $110,000

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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