Operations Manager II

This is a Fully Remote Job
About Our Client:
The organization operates within the Department of Defense support space, specifically focusing on sustaining fleet management and planning systems critical to naval operations. It addresses challenges related to maintaining consistent and effective multi-tier IT service delivery and support for fleet units across the continental United States. By managing help desk operations and aligning with Navy enterprise service standards, the program ensures operational readiness and continuity for essential naval IT capabilities.
About the Opportunity:
The OPERATIONS MANAGER II oversees day-to-day service delivery and sustainment operations for a multi-tier help desk supporting fleet management systems. This role is responsible for ensuring operational performance meets established service level agreements and aligns with Navy standards. The position plays a pivotal role in coordinating incident resolution, service improvements, and reporting while supporting government stakeholders and technical teams. It contributes directly to maintaining system availability and operational readiness across multiple environments.
Responsibilities:
Manage integrated help desk operations across Tier 0 to Tier 3 support.
Oversee issue intake, triage, escalation, and resolution processes.
Maintain knowledge base articles and self-help resources.
Monitor incident trends to identify systemic issues and improvement areas.
Coordinate technical escalations with engineering and cybersecurity teams.
Ensure daily operations support stable system availability and readiness.
Implement operational procedures aligned with Navy enterprise practices.
Monitor and enforce SLAs/OLAs, providing corrective actions as needed.
Support service continuity planning and risk mitigation.
Coordinate stakeholder meetings and operational reviews.
Conduct quality checks on tickets and operational outputs.
Recommend and implement workflow and service improvements.
Interface with government stakeholders to provide operational updates.
Produce executive-level operational reports and data-driven analysis.
Support contract deliverables and program documentation.
Oversee junior systems administrators supporting help desk functions.
Requirements:
Bachelor’s degree.
5 to 8 years of operational, service management, or technical support leadership in DoD, Navy enterprise IT, or similar environments.
3 to 5 years of DevOps or infrastructure automation experience.
Strong knowledge of ITIL service management practices.
Experience leading multi-tier help desk or service delivery teams in complex systems.
Familiarity with Navy readiness systems and government operational processes.
Experience with SLAs, operational metrics, and performance reporting.
Active DoD Secret security clearance.
Ability to obtain and maintain necessary security access and background checks.
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes