Encantado Technical Solutions is seeking a Service Center Operations Manager to support the IT program at a major national laboratory.

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 teams 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.

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.

• 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.

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

Bonus points:

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

Please note: This job description is not intended to be an exhaustive list of all responsibilities, duties, and qualifications associated with the position.

About Us:

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protg joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.