Operations Manager

TL;DR

Operations Manager: Oversees daily IT Service Desk and infrastructure operations, ensuring high-quality technical support and managing ticketing performance with an accent on SLA adherence, Jira administration, and workflow optimization. Focus on translating stakeholder requirements into effective policies, driving process improvements, and leading incident response efforts.

Location: Fully remote within the United States

Salary: $110,000 - $120,000 Annually

Company

hirify.global is a team of transformers--people who are passionate about transforming government IT.

What you will do

• Provide direct oversight of daily IT Service Desk and Production Support System activities.
• Oversee IT ticketing system performance, including SLA adherence and metric reporting.
• Support and administer Jira for internal users, including workflow configuration and troubleshooting.
• Gather service desk requirements from Veteran Affairs subject matter experts and translate them into policies and operational guidance.
• Support incident and problem management by analyzing service desk systems and identifying areas for improvement.
• Translate complex issues into clear narratives for leadership and non-technical audiences.

Requirements

• Bachelor's with 8-12 years (or commensurate experience).
• Experience overseeing IT ticketing system performance and SLA adherence.
• Experience supporting and administering Jira.
• Experience gathering requirements from stakeholders and translating them into policies.
• U.S. citizenship or permanent residency with 3+ consecutive years in the U.S. immediately preceding start date.
• Ability to obtain Suitability/Public Trust clearance.

Culture & Benefits

• Employee Assistance Program (EAP).
• Corporate Discounts.
• Learning & Development platform.
• Referral Bonus Program.
• Flexible Work Environment.

Hiring process

• Virtual video interview conducted via video with the hiring manager and/or team (camera must be on, and a valid photo ID must be presented during each interview).
• Enhanced Biometrics ID verification screening.
• Background check, to include criminal history, education verification, and employment history.