Operations/Queue/Service Level Technical Manager

Job Description:

The Operations/Queue/Service Level Technical Manager will provide USDA with technical and management related professional support services to ensure the success of its ServiceNow platforms serving the USDA enterprise. The enterprise systems include platform management and administration, full life cycle – application development, maintenance and support, database management, project/program management support, requirements analysis, consulting, systems administration support, user support, documentation support, communications/outreach and change management, various other system-related IT support functions, and production support. Scope of work includes all aspects of ServiceNow platform management and managing the technology stack, as well as limited, approved custom configuration.

Duties/ Responsibilities 

This role will serve as a technical manager to oversee operations, queue response, and service levels.

•    Manage day-to-day operations of the project •    Resolve team and cross functional team impediments, and escalate as needed •    Develop, maintain, and manage the project schedule and roadmap •    Facilitate and lead all scrum meetings (daily scrum, release/sprint planning, demos, etc.) •    Ensure all development work is conducted following Agile development methodology •    Check deliverables against requirements to ensure compliance •    Provide the necessary centralized administration, training and other related functions, as well as requirements gathering and development tasks necessary to complete tasks. •    Provide risk management, communications management, change management, release management, test management, and document/knowledge management. •    Provide training as needed.

Support project oversight with the following:

• Support the following areas for their project- Project managements, resource management, recruiting, customer/ relationship management, financial management, business development/ growth, and contract management. 

• Support administrative and personnel management, across the project (e.g. timesheets, status, reports, invoice approval, performance reviews)

• Support resolving team impediments, and escalate to Partner Delivery Project Manager and/or Dynamo Account Lead

• Present and provide monthly project updates to Account Lead on status, risks, mitigation, etc. in both written and verbal communications. 

• Support team member project onboarding

• Ensure quality control by providing regular feedback and coaching to team members on performance 

Required Skills/Abilities

•    Demonstrated high level of experience and expertise with ServiceNow. •    Excellent verbal and communication skills with the demonstrative ability to work with all levels within the organization. •    Ability to perform independently and under pressure of time constraints with the proven ability to manage multiple projects simultaneously. •    Ability to understand technical vision and communicate it to both technical and non-technical parties. •    Possess excellent interpersonal, written, and oral communication skills. •    Experience managing service provider environment, customer service, customer communications, queue/ticket management, assigning resources to proactively accomplish workloads. •    Ability to plan, organize, and structure work •    Experience motivating teams in a virtual environment •    Excellent problem solving and analytical skills

Nice to Have Skills

• Agile Experience and certifications (CSM)

• PMP certified

Education and Experience:

• Bachelor’s Degree in IT or related field is preferred

Travel Requirement:

• Travel is not anticipated but may be necessary at times and must be approved in advance by the COR.

Clearance Requirement:

• Ability to obtain a Public Trust

Salary:

This is a proposal posting contingent upon award, and the anticipated salary rate is approximately 110-140k 

Dynamo is a full lifecycle digital transformation company providing best-in-class technology and mission support services to our clients. An SBA 8(a) Program participant, Dynamo maintains SBA 8(a) Mentor-Protégé Program Joint Ventures, providing us significant scale and further deepening our capabilities. Dynamo’s mission is to lead the digital transformation industry and provide best-in-class solutions for our clients with a truly human touch. ​

We leverage industry leading practices to empower our clients, ultimately providing them with the necessary tools, knowledge, and information required to successfully achieve their strategic goals, while optimizing their operations. ​

Through our partnerships, boldness, and authenticity, Dynamo goes against the grain of a traditional government contracting company by providing top-caliber team members, delivering quality results, and always exceeding expectations.

Dynamo Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. JFNDNP