Service Center Operations Manager
ECS Corporate Services

ECS is seeking a Service Center Operations Manager to work in our Albuquerque, NM office.

Job Description:

ECS is looking for its next Service Center Operations Manager to support a major laboratory in Albuquerque, NM!

The Operations Manager plans, directs, and coordinates the operational and tactical activities of individuals responsible for the delivery of information processing and telecommunications services. Establishes objectives and plans for the team's operations; identifies and assembles the optimal combination 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 with the customer delegated representative.

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.

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.

Required Skills:

• Bachelor's degree in MIS, Computer Science, or relevant field (equivalent experience may be considered; 6 years total).
• 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.

Desired Skills:

• Experience working with KCS methodologies.
• Master's Degree in a relevant IT field.
• Project Management Certificate.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

General Description of Benefits

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