Operations Manager
Duties May Include:
- Schedule and supervise contractor personnel ensuring appropriate coverage across all tasks and locations (Ashburn, Orlando, San Antonio)
- Monitor and manage real-time TSD call, chat, email and ticket workflow adjusting staffing assignments to mitigate operational impacts
- Ensure supervisory coverage on all shifts with at least one supervisor covering each associated location
- Coordinate operational event response including volume spikes, wait time increases, and system outages
- Manage staff onboarding and offboarding processes including background investigation coordination
- Implement quality assurance measures and performance monitoring to meet AQL standards
Required Qualifications:
- Minimum of three (3) years of IT service desk supervisory experience
- Bachelor's degree in Information Technology, Business Administration, or related field preferred
- Strong managerial, communication, and problem-solving skills
- Experience with 24x7x365 operations management and staff scheduling
- Knowledge of service desk tools and technologies (ServiceNow, call management systems)
- Ability to obtain and maintain CBP Background Investigation
Desired Qualifications:
- Experience managing geographically distributed teams
- ITIL Foundation certification
- Knowledge of government contracting and compliance requirements
- Experience with cleared facility operations
- Project management certification (PMP, CAPM)
- Bilingual (English/Spanish) capabilities
At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes:
- Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP.
- Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements.
- Paid Holidays – 11 federal holidays observed annually.
- Disability & Life Insurance – Short-term/long-term disability, life insurance, and AD&D coverage included.
- 401(k) Retirement Plan – Competitive plan managed through Ameritas.
- Professional Training – Formal training provided as required, with additional learning opportunities based on role.
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