Position: Service Center Operations ManagerLocation:Albuquerque, NM
Salary Range: $149,000 - $159,400 per year
Clearance: Clearable to Q

KeyLogic 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 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.

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.

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.

Qualifications:

• 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.
• Master’s Degree in a relevant IT field.
• Project Management Certificate.