IT Operations Manager

Evoke Consulting is a Federal Management Consulting firm specializing in strategic business and technology services areas across the federal market. We provide solutions to agencies and entities including Veterans Affairs, Department of Energy, Department of Agriculture, Department of Defense, and more. We defy the standard employee experience in government contracting with a commitment to providing a wide range of opportunities for our employees to grow professionally and socially by investing more than our competition in training our team and rewarding high performance. Evokers are hard-working, team-oriented, and come from diverse backgrounds and experience levels. We value our employee's idea and act on suggestions for change and development as a firm.

Evoke is seeking for an IT Operations Manager with a strong personality and the ability to manage a complex and fast-paced client environment. This position requires a proactive, detail-oriented leader with the ability to manage IT operations in a dynamic environment, ensuring high-quality service delivery and alignment with organizational goals. If you meet the qualifications and are looking for a challenging yet rewarding role, we encourage you to apply.

Responsibilities:

• Serve as main Technical Lead for IT operational staff at FCC Headquarters (DC) and Gettysburg offices.
• Maintain operational hours of coverage, including after-hours support as necessary.
• Coordinate with other IT teams to ensure seamless communication and activity coordination across all FCC sites, including Field Offices, HFDF, and Secure Sites.
• Implement and oversee a standardized IT service management framework.
• Monitor and detect service and system outages, ensuring timely communication to management and end-users.
• Oversee and ensure completion of critical operational tasks, including log reviews, backups, ticket reviews, and checklists.
• Manage escalated service requests and ensure their timely resolution.
• Collaborate with all IT teams (Engineering, Tailored Platforms, Security, etc.) to align operational activities.
• Coordinate cross-team IT projects and system upgrades, including software deployments.
• Ensure patches are installed and verified on all systems per the service levels outlined in Technical Exhibit 3.
• Liaise directly with the hosted data center contract to manage system updates and security compliance.
• Communicate IT service updates, outages, upgrades, and retirements to end-users.
• Conduct proper capacity planning for IT resources.
• Develop and maintain standards for workstations, mobile devices, printers, and other routinely procured IT assets.
• Identify opportunities for process improvements and operational efficiencies.
• Provide reports on support and project activities as required.

Education and Years of Experience:

• Bachelor's degree in IT-related field and 8-10 years of IT operations experience, OR
• 11-13 years of IT operations experience, in lieu of a degree
• Required: ITIL Foundation
• Preferred: PMP and ITIL Intermediate Certified - Service Capability

Professional Experience and Skills:

• Expert knowledge of IT standards and methodologies
• Strong leadership and team management skills
• Excellent communication and coordination abilities
• Ability to manage multiple projects and priorities effectively

Security Clearance

• REQUIRES ACTIVE TS with SCI eligibility
• Applicants selected must be eligible to work in the United States, be subject to a government security investigation, and meet eligibility requirements for access to protected information.

Work Location

Benefits

• This position is paid a base salary based on job family and classification.
• Employees may be eligible to enroll in Evoke's comprehensive benefits program to include:
  1. Health (medical/dental/vision)
  2. 401k program
  3. PTO plan
  4. Paid federal holidays
  5. Short-term and long-term disability
  6. Employee assistance program
  7. & More

Evoke is an equal opportunity employer and all qualified applicants will receive considered for employment without regard to race, color, sex, citizenship, national origin, ancestry sexual oriented, gender identity, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any additional factors protected by local, state, or federal laws.