Service Desk Ops Manager

About the Job

Avum is seeking a strategic and technical Service Desk Lead to spearhead the evolution of our technical support team into a proactive, high-maturity operations center. Beyond managing day-to-day support, the Lead will be responsible for transitioning the organization from a reactive incident-focused model to a comprehensive IT operations framework. This role is pivotal in establishing robust Problem Management and Incident Response processes to ensure system reliability and long-term stability for our customers.

What You Will Be Doing

• Manage tools, processes, and people to transform a traditional Help Desk to a proactive Service Desk, utilizing industry best practices
• Establish and mature the Problem Management lifecycle, using data-driven trend analysis to identify root causes and eliminate recurring incidents
• Develop analytics and dashboards for leadership that highlight operational trends, risk areas, and team productivity
• Define and manage the end-to-end incident response process, ensuring high-priority issues are resolved within SLAs and communicated effectively to stakeholders
• Make data-driven decisions to identify problems and reoccurring issues
• Work with Avum leadership and stakeholders to establish specific service standards and KPIs for operational health, proactive resolution rates, and system uptime
• Evaluate Avum performance against KPIs and contractual requirements
• Implement continual service improvement (CSI) initiatives to refine IT processes and toolsets
• Recruit, train and support Service Desk representatives and technicians
• Contribute to improving customer support by actively responding to queries and handling complaints
• Collaborate with developers and engineering teams to provide feedback on recurring technical debt identified through trend analysis
• Maintain detailed records of the service desk operations, including performance metrics, customer satisfaction reports, and process documentation

Location

This fully remote role requires participation in virtual meetings using tools like Microsoft Teams. Availability is required during core Eastern Time (ET) hours, Monday through Friday. The candidate will coordinate remotely with external project teams and Avum employees and may be required to attend in-person meetings, which may require occasional travel to government sites in Washington, D.C., and the Avum office in Agoura Hills, California.

About Avum

Avum, Inc. is a certified Small Disadvantaged Business who provides advanced software, database, and business intelligence systems to the DoD/Military, Intelligence Community, and Federal, State, Local and Commercial clients since 1991. We manage technical programs and projects and provide strategic guidance to support our customer’s system engineering efforts. We provide sustainment in mission-critical and secure environments. We support information assurance activities and accreditation for the systems we deploy. Our engineers conduct rapid

prototyping and Agile customer-focused iterations to produce complex applications, predictive analytic data environments, and NIST SP 800-53 compliant system architecture deployed within Navy and DoD networks. We have subject matter experts in multiple domains and technical expertise across all core technology stacks. We specialize in application development, large-scale database design, data engineering, and data visualization.

Through results-driven, agile collaboration, the company continually researches and deploys secure solutions that exceed customer expectations in meeting or beating customer-allocated budgets and schedules. We aspire to the highest standards of ethical behavior and professional integrity in providing our customers with service that consistently earns us the highest possible performance ratings.

Avum, Inc. does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

• 8+ Years of Service Desk experience, including at least 2 years in a leadership or lead capacity within a high-tempo technology environment and 2 years supporting back-end IT operations
• Demonstrated experience building Problem Management workflows and performing deep-dive trend analysis to reduce incident recurring rates
• Strong understanding of Information Technology Infrastructure Library (ITIL) and its application in modern IT environments
• U.S. Citizenship is required in addition to the ability to obtain and maintain a U.S. Department of Defense (DoD) Secret Clearance
• Experience with BMC Helix or similar help desk software
• Experience with process improvement in a help desk environment
• Experience defining metrics and KPIs, tracking against SLAs, using data
• Strong technical background to monitor metrics to proactively identify infrastructure and application performance issues
• Ability to translate complex operational data into actionable insights for both technical and non-technical executive audiences
• Excellent oral and written communications skills
• BS degree in Computer Science, Information Technology or relevant field, and/or relevant experience

Nice to have

• Experience with DoD procurement and contract writing systems
• ITIL Managing Professional or ITIL Strategic Leader certifications