Operations Manager / Project Manager II

• Manage daily operations, including call, chat, email, and ticket handling across Tier I, Tier II, and optional tasks teams.
• Implement and enforce the Operations Management SOP, ensuring processes are followed and adjusted for operational needs.
• Provide 24x7 supervisory coverage planning, including shift scheduling, workload balancing, and resource adjustments during high-volume periods.
• Monitor performance metrics (service levels, response times, resolution rates, AQLs) and implement corrective actions to ensure contractual compliance.
• Serve as the primary point of escalation for supervisors and leads regarding operational or staffing issues.
• Coordinate incident management and participate in major incident bridge calls, ensuring customer impact is accurately communicated and resolved.
• Deliver operational event reporting, including after-action reviews, root cause analysis, and recommendations for improvement.
• Oversee onboarding, training, and performance of Tier I and Tier II staff, ensuring compliance with training SOPs and CBP standards.
• Collaborate with Program Manager on Program Management Reviews (PMRs) and provide inputs to weekly and monthly reporting.
• Support incoming and outgoing transition activities, including knowledge transfer and staff integration.
• Maintain compliance with IT security policies, including handling of Personally Identifiable Information (PII).
• Coordinate with leadership to adapt operations to evolving requirements, including new technologies and applications.

• Education: Bachelor’s degree in Information Technology, Business Administration, or related field. Equivalent experience may be substituted.
• Experience:
  • Minimum 7 years of experience in IT operations management or service desk management.
  • At least 3 years of IT service desk supervisory experience managing multi-site or 24x7x365 operations.
  • Experience with ITIL-based service delivery, major incident management, and performance reporting.
  • Strong background in staffing, scheduling, and resource allocation for large teams (50+ personnel).
• Certifications:
  • ITIL v4 Foundation (required).
  • PMP or equivalent Project Management certification (preferred).
• Skills:
  • Strong leadership, communication, and interpersonal skills.
  • Ability to manage high-pressure operational environments.
  • Proficiency with IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy).
  • Analytical and problem-solving skills with focus on continual service improvement.

• Must be a U.S. Citizen.
• Must pass background investigation.
• Willing to work flexible hours to support 24x7x365 operations.
• Occasional travel may be required.

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)