The Information Systems Senior Manager shall have the following responsibilities :
- Manages employees engaged in providing information system solutions and technical support in one or more functional areas.
- Senior Remote Operations Manager responsible for the oversight of the following teams
- User Account Management team
- Tier 2 Remote Support team
- COE (Center Of Excellence) Remote Support team
- TPAM (Elevated Access Multi Factor Authentication) Support team
- Problem Management
- Deputy to Operations Director providing back up support to the following teams
- Availability Management
- Change Management
- Service Delivery
- Enterprise Management
- Escalation point for all teams within Operations Framework for assistance with complex issues
- Approve all ServiceNow tickets for requests for Operations employees
- Monitor SLAs and adjust team posture to improve performance as needed
- Monitor Staffing Levels against SLA performance and recommend changes as needed
- Worked directly with Program Management Office to resolve operational and customer impacting issues
- Provide backup coverage for Operations Framework Director
- Recommended opportunities for new automations as well as enhancements to existing
Mandatory Skills :
- Demonstrated experience in team leadership, strategic planning, and project management
- Senior Level Management
- Strong technical background with expertise in enterprise IT services
- No degree + 25 years experience OR Bachelor's Degree + 20 years experience
- CompTIA Security+ CE required within 6 months of start date
- TS / SCI with FS Poly
Desired Skills :
- Ability to collaborate effectively across departments and with external stakeholders
- Excellent communication and interpersonal skills
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