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Operations Support Systems Manager

Operations Support Systems Manager

Job ID 
Job Locations 
US-VA-Virginia Beach
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Regular Full-Time
Eligibility for Security Clearance Required 

More information about this job


The GBS Group, an engineering services and consulting firm, is seeking an Operations Support Systems Manager to support our growing technology business in Virginia Beach, VA. The GBS Group is a commercial and government engineering services contractor with a variety of contract types, but this position will focus on our commercial business. Our Headquarters is located within 12 miles of the Virginia Beach resort area and downtown Norfolk’s Waterside District and includes a 24x7 Operational Support Center monitoring all client installations in North America as well as a world class lab with configurations of all client hardware and software systems.

Responsibilities include but are not limited to

  • Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
  • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
  • Schedule employee working times and provide backup support. Interact with internal and external customers.
  • Provide data and reporting of KPI’s and trends in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
  • Monitor and manage phone queue (participating in escalated calls as needed).
  • Manage process for communicating outage/emergency activities to the organization.
  • Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility.
  • Review survey feedback to improve services, tools and support experience.
  • Maintain confidentiality for all applicant, client, and verification and company proprietary information.
  • Partner with Infrastructure and application groups to improve on escalation process
  • Other duties as assigned. 


Candidates must possess the following professional experience & qualifications:

  • Associate’s degree in Computer Science or Information Technology field preferred or equivalent experience
  • At least 5 years of IT experience with experience in service desk implementation and support in a multi-nation, multi-language enterprise environment.
  • Prior management experience in leading service desk teams and 3rd party shared desk services.
  • Prior experience in improving end user experience
  • Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems
  • Demonstrated progressive experience in the management of a technical support team
  • Pass standard background check and drug screen.

Desired Characteristics:

  • ITIL Expert Certification and/or MachineEngine expeirence preferred
  • Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
  • Maintaining standards and ensuring that they are adhered to, as well as pro-actively trying to add to these standards whenever possible
  • Working pro-actively and cooperatively to increase the capabilities of the support team
  • Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence
  • Ability to take initiative and move projects forward with limited direction
  • Detail-oriented with the ability to work in a fast-paced environment
  • Strong time management skills with the ability to demonstrate management of multiple projects and deadlines
  • Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams
  • Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situation
  • Ability to travel up to 10%

EEO Statement

The GBS Group is proud to be an equal opportunity employer. We pledge equal access to employment, facilities, and programs, regardless of race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital or familial status, pregnancy, veteran status, genetic information, or any other characteristic protected by law.