Operations Manager / Project Manager II

Job Title:

Operations Manager / Project Manager II

Location:

Remote work authorized, with occasional travel to customer facilities/company meetings as required.

Employment Type:

Full-Time

Description

The Operations Manager / Project Manager II is a key leadership role responsible for overseeing IT service desk operations, driving project execution, and ensuring customer satisfaction. This individual must be customer-focused, responsive, reliable, and detail-oriented, with strong managerial, communication, and problem-solving skills. They will serve as the primary point of accountability for service delivery, team performance, and project outcomes, ensuring alignment with organizational goals.

Responsibilities

• Service Desk Leadership & Oversight
  • Supervise day-to-day IT service desk operations, ensuring timely response and resolution of incidents and service requests.
  • Lead, coach, and mentor service desk staff, fostering a culture of accountability, collaboration, and continuous improvement.
  • Develop and enforce service level agreements (SLAs) to meet or exceed customer expectations.
• Project & Operations Management
  • Plan, manage, and execute IT and business operations projects, ensuring delivery within scope, schedule, and budget.
  • Coordinate cross-functional teams and stakeholders to achieve project milestones.
  • Monitor progress, identify risks, and develop mitigation strategies to maintain project timelines.
• Customer & Stakeholder Engagement
  • Act as the primary point of contact for escalated issues and service-related concerns.
  • Build and maintain strong relationships with customers, stakeholders, and business partners.
  • Provide clear, proactive communication on service performance and project status.
• Process Improvement & Reporting
  • Identify areas for operational improvements and implement best practices in IT service management.
  • Develop and maintain documentation for processes, procedures, and knowledge bases.
  • Generate and analyze performance metrics, preparing reports for leadership and stakeholders.

Required Qualifications

• Minimum of three (3) years of IT service desk supervisory experience, with proven ability to lead technical support teams.
• Strong knowledge of IT service management principles (ITIL preferred).
• Demonstrated experience in project management (PMP, PRINCE2, or Agile certification desirable).
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.

Preferred Skills

• Experience with ticketing systems (e.g., ServiceNow, Jira, Remedy, or similar).
• Familiarity with M365 administration and collaboration tools.
• Knowledge of reporting tools and data analytics for performance tracking.
• Demonstrated ability to balance operational oversight with strategic project leadership.

About Vamonos IT

Our experienced team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and infrastructure management within the Homeland Security and Federal civilian landscape.
Our Mission is to set the bar in service delivery excellence, providing professional services our customers cannot help but notice.
Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' success and include an inward focus on our team and interactions with each other.

From our customer-facing teams to internal operations, we want to conduct business in a way all employees can proudly and confidently represent Vamonos IT.

Our benefits include:

• Paid Federal Holidays
• Health, Dental, and Vision insurance options
• Simple IRA with matching
• Robust Paid Vacation Policy
• Continuing Education Assistance
• Short Term Disability
• Company provided life insurance

Veterans are encouraged to apply

Vamonos IT, LLC does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.