Operations Manager (Remote)

About this role

Overview:

GovCIO is currently hiring for an Operations Manager to support the Readiness & Employment System as we modernize the legacy system for Veterans Readiness & Employment Service.

This position will be a fully remote.

Responsibilities:

This role oversees the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high‑quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization. It requires gathering and translating stakeholder requirements—particularly from Veteran Affairs subject matter experts—into effective policies, standards, and operational guidance, while fostering strong cross‑functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership. The position supports incident and problem management through technical analysis and reporting communicating complex issues to both technical and non‑technical audiences. It upholds rigorous quality assurance standards, drives process improvements, and leads implementations, change control activities, and incident response efforts. Additionally, the role is responsible for preparing and presenting reports to leadership, while providing full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer‑centric service.

Qualifications:

Bachelor's with 8-12 years (or commensurate experience)

Required Skills and Experience

• Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support.
• Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations.
• Support and administer Jira for internal users, including workflow configuration and troubleshooting.
• Evaluate and refine operational workfl...