Operations Support Management

EPS Corporation is seeking an experienced and highly skilled Operations Support Management professional to oversee and manage the operations support for critical IT services. The ideal candidate will have extensive experience in IT operations and services management, with a strong background in development and ITIL-based service management. This role requires expertise in leading teams, driving operational efficiencies, and delivering high-quality IT services in a secure, mission-critical environment.

Key Responsibilities:

• Lead and manage the day-to-day operations of IT support teams, ensuring seamless service delivery and operational efficiency.
• Provide guidance and leadership to teams focused on IT operations and services management, with an emphasis on meeting service level agreements (SLAs) and customer satisfaction.
• Utilize ITIL service management practices to streamline processes, enhance operational workflows, and ensure consistent service delivery.
• Collaborate with senior leadership and technical teams to ensure that IT operations align with organizational goals and strategic objectives.
• Oversee the development, deployment, and support of software applications and systems that enhance IT operations and service management.
• Provide high-level troubleshooting and problem resolution for complex IT operations issues.
• Manage the lifecycle of IT services, including incident, problem, and change management, ensuring compliance with best practices and security protocols.
• Develop and maintain operational documentation, including procedures, reports, and technical guides.
• Ensure that all IT support activities adhere to security policies and regulatory standards, and that operational risks are mitigated.

Qualifications:

• Security Clearance: Must possess a Top Secret clearance with SCI eligibility.
• Certifications:
  • ITIL Foundation Certification
• Education:
  • M.S. in a related field (e.g., Computer Science, Information Technology, Engineering) OR
  • 10 years of relevant IT experience.
• Experience:
  • 7 years of relevant experience in IT operations and services management (preferred), or
  • 10 years of relevant IT experience, including leadership and management of IT operations teams.
  • Proven experience with IT service management, including ITIL-based practices (incident, problem, change management).
  • Developer experience, with hands-on experience in designing, developing, and deploying software solutions to support IT operations.

Additional Skills:

• Strong leadership skills, with experience managing and mentoring teams in a fast-paced, high-stakes environment.
• Extensive knowledge of IT operations and service management principles, with a focus on delivering high-quality services.
• Experience in developing and deploying applications to enhance IT operations.
• Strong communication skills, with the ability to convey complex technical concepts to both technical and non-technical stakeholders.
• Experience with problem-solving and troubleshooting complex IT systems and applications.
• Ability to effectively prioritize and manage multiple tasks and projects.
• Familiarity with IT security policies and regulations, ensuring compliance with industry standards.

EPS Corporation is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.