operation manager

Operations Manager
 Office of Medicare Hearings and Appeals (OMHA). / HHS
REMOTE

How a Operations Manager will Make an Impact:

• Provide technical guidance for directing and monitoring information systems operations.?
• Plan, organize, and direct the Network Operations Team to ensure the stable operation of ECAPE’s network infrastructure.?
• Responsible for maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, server infrastructure, network security, telecommunications systems and service desk.?
• Responsible for managing and setting priorities for the monitoring and maintenance of network systems, including LANs, WANs, Internet, intranet, and wireless.?
• Responsible for managing and setting priorities for the Network Management Operations team.?
• Provide support to ECAPE end users, operations personnel, and strategic program management.
• Ensure effective monitoring and response to hardware, software, and network problems.
• Coordinate and manage the routine testing and analysis of all elements of the network facilities.
• Schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.
• Responsible for all SLAs and performance monitoring, reporting, and process improvements

Strategic Leadership and Operations Oversight 

• Provide overall leadership and direction for the Help Desk, Hosting, and Security operations, ensuring alignment with organizational goals, service-level agreements (SLAs), and compliance requirements. 
• Develop, implement, and monitor operational strategies, policies, and standard operating procedures (SOPs) that improve efficiency, reliability, and customer satisfaction. 

Help Desk Management 

• Supervise Tier 1–3 Help Desk teams, ensuring timely and effective resolution of incidents, service requests, and escalations. 
• Maintain and monitor SLA compliance, response times, and customer satisfaction metrics 
• Implement automation and knowledge base enhancements to streamline common requests and reduce ticket volume. 

Hosting Operations Management 

• Oversee hosting environments ensuring system availability, scalability, and performance. 
• Coordinate with infrastructure and application teams to support deployments, maintenance, and disaster recovery readiness. 
• Partner with Security and Compliance teams to maintain strong cybersecurity posture, including vulnerability management, patch compliance, and access control. 
• Ensure adherence to security frameworks (e.g., FISMA, FedRAMP, etc) 
• Deliver security operational reports to ensure insider and external threats are mitigated. 

Required Education:

• Bachelor’s degree in a related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications

Required Experience:

• Experience: 7 years of related experience in IT Operations of which at least 4 years include people management
• 5 years experience with managing SLAs and performance monitoring
• Experience: 7 years of related experience in IT Operations of which at least 4 years include people management

Required Technical Skills:

• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).?

Preferred Skills:

• Relevant certifications such as ITIL v4 OR v4, CCNA, CCNP or CCIE.
• Be proficient in project management and have knowledge of security and compliance issues.?
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications