New

Operations Manager/Technical Support Analysis

LCG, Inc.
$150,500.00 - $182,400.00 / yr
retirement plan
United States, Maryland, Maryland
Mar 31, 2025
This job opportunity is part of a RFP process; candidates are invited to submit their resumes detailing relevant experience. Location: Bethesda, MD (Hybrid) Authorization: Public Trust Job Summary The Operations Manager/Technical Support Analysis will play a key role in managing the day-to-day operations and technical support for the UI Modernization efforts and future initiatives for the client. This individual will be responsible for overseeing the Operations and Maintenance (O&M) support, assisting with state IT implementation, application development, architectural engineering support, and managing the technical team to ensure high-level service delivery across both on-premise, cloud, and hybrid infrastructures. The ideal candidate will possess strong leadership abilities, with experience in coordinating cross-functional teams, technical management, and troubleshooting, ensuring that all technical systems and services are efficiently maintained and meet organizational objectives Key Responsibilities Operations and Maintenance Services Management Oversee and manage the day-to-day operations and maintenance of UI modernization efforts, ensuring systems are operational, secure, and meeting performance standards. Provide leadership for a team of technical experts to support ongoing and future modernization projects. Oversee configuration management processes, ensuring the proper deployment, change management, and release management procedures are followed. Manage the application lifecycle, providing application support, troubleshooting issues, performing root cause analysis, and ensuring prompt resolution. Database and Application Support Lead the management and troubleshooting of database servers, including backup, recovery, performance monitoring, capacity planning, patching, and upgrading. Ensure that database environments are secure, maintainable, and aligned with DOL's security standards. Oversee the technical support and development of applications, ensuring that systems are designed, updated, and maintained according to DOL standards. Technical Leadership and Team Coordination Lead integrated product teams (IPTs), ensuring coordination among contractors, federal staff, and other cross-DOL team members to meet project objectives. Participate in SCRUM teams, including retrospectives and evaluations of team performance during designated sprints. Engage in the training, development, and mentoring of team members to support both day-to-day operations and continuous improvement initiatives. State IT Implementation Assistance Assist in the provision of IT resources to support state UI IT implementation teams, ensuring smooth deployment of technology systems at the state level. Provide expertise in software engineering, architecture design, platform support, and data analysis/reporting for state UI systems. Collaborate with state leaders to resolve IT issues and propose solutions to enhance state systems. Service Delivery and Help Desk Support Ensure the successful delivery of tiered help desk support, assisting with technical issues related to state UI systems, data exchanges, user provisioning, and application-related issues. Track and manage help desk tickets to ensure timely resolution of end-user problems. Elevate technical issues to higher-tier support as needed and ensure alignment with service level agreements (SLAs). Continuous Improvement and Reporting Oversee the preparation of statistical reports, performance analysis, and executive presentations related to the success and challenges of the UI modernization efforts. Work with stakeholders to identify discrepancies, deficiencies, and operational issues and ensure timely corrective actions are taken. Monitor and improve all technical support processes to ensure optimal performance and responsiveness. Project Management and Coordination Develop and manage project plans, including deployment plans for new system features and enhancements. Provide expertise in project scheduling, risk management, resource management, and overall project coordination to ensure timely delivery of all initiatives. Coordinate the rollout of new system features and support cross-functional collaboration. Qualifications Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (Master's preferred). 7+ years of experience in technical support management, operations management, or IT project management, preferably in a government or large-scale corporate environment. Preferred Certifications such as PMP, ITIL, or similar project management or IT service management credentials. Experience with data analysis, reporting, and statistical analysis to assess system performance and propose improvements. Proven track record in managing application testing, software deployments, and system upgrades. Expertise in system architecture design, development, and supporting large-scale IT projects. Strong understanding of UI modernization processes, configuration management, application development, and database management. Proficiency in managing and leading technical teams in a fast-paced, highly dynamic environment. Experience in troubleshooting complex technical issues and providing high-level support in cloud, hybrid, and on-premise infrastructures. Familiarity with DOL's SDLC methodology, system security standards, and FISMA/NIST compliance requirements. Experience with Agile/SCRUM methodologies and integrated product teams (IPTs). Strong communication skills with the ability to engage with both technical and non-technical stakeholders. Compensation and Benefits The projected compensation range for this position is $150,500 to $182,400 per year benchmarked in the Washington, D.C. metropolitan area. The targe salary for this position is $166,400. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience. LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits. Devoted to Fair and Inclusive Practices All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com. Securing Your Data Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com. If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.