Operations Manager/Project Manager II with Security Clearance

Karthik Consulting, LLC • Permanent • Virginia, United States • 3w ago

For more than a decade, Karthik Consulting has been a reliable and trusted advisor to our Government customers, providing independent and unbiased recommendations and solutions to mitigate risk and help solve IT issues. We bring the innovation, passion, and agility of the commercial sector to meet the unique challenges of this competitive space. Karthik Consulting is seeking Operations Manager/Project Manager II with the below skillset. Operations Manager/Project Manager II
Fulltime with Karthik Consulting
Location: Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX.
Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation Position Description Operations Manager/Project Manager II Position Overview: The Operations Manager/Project Manager II provides tactical leadership for daily TSD operations, ensuring customer-focused, responsive, and reliable service delivery while managing complex supervisory structures across multiple time zones and locations. Place of Performance: Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX. Essential Functions:
• Operational Excellence: Manage daily operations of multi-tiered support structure handling 2,000-2,500 Tier 1 contacts on standard weekdays and 400-500 on weekends, plus specialized ACE and Advanced Support operations
• Supervisory Management: Ensure 24x7 supervisory coverage across all TSD locations with at least one supervisor on duty at all times and location-specific coverage for Ashburn, Orlando, and San Antonio facilities
• Performance Monitoring: Continuously monitor staffing levels, agent availability, and contact volume to proactively address service delivery challenges and maintain established performance objectives
• Incident Response: Lead operational event identification, escalation protocols, and after-action reporting for volume spikes, system outages, and other service disruptions
• Process Improvement: Drive continuous improvement initiatives focusing on First Contact Resolution enhancement, call deflection strategies, and customer experience optimization Required Qualifications:
• Experience: Minimum three (3) years of IT service desk supervisory experience with demonstrated success in high-volume, 24x7 operations
• Technical Skills: Proficiency with service management tools, call management systems, and knowledge management platforms
• Leadership: Strong managerial, communication, and problem-solving skills with ability to make real-time operational decisions
• Security Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation
• Customer Focus: Proven track record of maintaining high customer satisfaction in technology support environments Preferred Qualifications:
• Experience with federal government IT operations
• Knowledge of major incident management procedures
• Familiarity with CBP applications and systems
• Experience managing bilingual support operations (English and Spanish)
• ITIL certification Performance Responsibilities:
• Service Level Management: Maintain 85% calls answered within 60 seconds
• Email Processing: Ensure 90% processing within 12-hour SLA
• Staff Management: Maintain optimal staffing levels and minimize turnover
• Quality Assurance: Support achievement of 90% quality scores Primary Duties and Responsibilities: Daily Operations Leadership
• Tactical Operations Management: Provide tactical leadership for daily TSD operations, ensuring customer-focused, responsive, and reliable service delivery
• Multi-Location Operations: Manage daily operations of multi-tiered support structure handling 2,000-2,500 Tier 1 contacts on standard weekdays and 400-500 on weekends, plus specialized ACE and Advanced Support operations
• Resource Management: Manage daily resource management including reviewing and adjusting to scheduled or unscheduled leave, lunch breaks, etc.
• Supervisor Management: Ensure daily supervisory management with a supervisor on duty 24 hours per day, 7 days per week, including adjusting for supervisor scheduled and unscheduled leave Performance Monitoring and Response
• Real-time Performance Management: Monitor and mitigate against real-time performance issues related to staffing shortages and/or volume spikes
• Operational Event Management: Define and manage "operational events" including spikes in call/email/self-help volume, spikes in telephone wait time, and/or email/self-help ticket processing delays
• Escalation Management: Implement operational event escalation and notification within 30 minutes of operational event start, including full escalation path from Tier 1 agent through Contractor leadership and TSD Government as needed
• After-Action Reporting: Provide government with an "after action" report within one business day of the end of an operational event, including the specific content of the report
Process Improvement and Innovation
• FCR Enhancement: Drive continuous improvement initiatives focusing on First Contact Resolution enhancement, call deflection strategies, and customer experience optimization
• Technology Integration: Support onboarding of new systems/applications that require Technology Service Desk Tier 1 and/or Tier 2 services
• Innovation Implementation: Identify and implement staffing or resource management innovations or initiatives that improve the quality of staffing overall
Quality Assurance Support
• Performance Standards Maintenance: Support achievement of all Acceptable Quality Levels (AQLs), including 85% Service Level Answer Time, 90% Email Processing, and 80% First Contact Resolution metrics
• Staff Management: Maintain optimal staffing levels and minimize turnover while ensuring quality service delivery

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