Operations Center Supervisor with Poly

US-MD-Columbia
Job ID
2017-2524
# of Openings
4
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG is currently hiring for Operations Center Supervisor with TS/SCI Full Scope Polygraph at its Columbia, MD location.

Responsibilities

Supervises the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. Refers problems to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance. Requires strong understanding of technical aspects of desktop, voice and/or data communications, and LAN telecommunications including desktop and switching equipment, vendors, networking, network components, user training, installation, and customer service.

  1. Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities.                                                              Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigates matters of significance, recommends and implements appropriate course of action.
  2. Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
  3. Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements.
  4. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
  5. Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.
  6. Can follow detailed work instructions. Experience with enterprise management monitoring tools such as Remedy, ServiceNow, HP Openview, Solarwinds a plus.

Qualifications

 

Must have seven (7) years of experience that can be a combination of work history and education.  A Masters’ degree is equivalent to 6 years’ experience; a Bachelors’ degree is equivalent to 4 years of experience and an associates’ degree is equivalent to 2 years of experience

 

All degrees must be in a technical discipline from an accredited college or university. Acceptable degrees include, but are not limited to Engineering, Computer Engineering, Information Systems and Mathematics.

 

Active TS/SCI with full scope polygraph. 

IMG COMPANY BENEFITS

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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