AceInfo Solutions, Inc.

  • Enterprise Operations Center Manager (EOCM

    Job Location
    Regular Full-Time
    Public Trust Or ability to obtain a Public Trust
  • Overview

    Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

    For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

    AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.




    AceInfo is currently seeking a Enterprise Operations Center Manager (EOCM) to support our federal project, in Bowie, MD.



    Project Overview:


    The Enterprise Operations Center Manager (EOCM) will oversee the enterprise operations service desk staff supporting the agency’s systems, hybrid cloud infrastructure and its applications. The EOCM will be responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.  A key duty will be to supplement and enhance the Knowledge Management System (KMS) in order to reduce future escalations.



    • Develop, implement and enforce Service Desk policies and procedures
    • Develop, plan and implement Service Validation & Testing (SVT) processes
    • Develop and implement process design, performance analysis and proactive resolution plans
    • Develop and implement escalation policies and procedures
    • Develop outage communication and coordination plans
    • Ensure consistent service levels and quick resolutions
    • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues
    • Manage, track, report, process and assign tickets daily and across shifts
    • Track and analyze trends and produce reports as required
    • Monitor incident trends and coordinate process improvement and proactive resolution processes
    • Identify and oversee the development and implementation of staff training
    • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
    • Collaborate with stakeholders to develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
    • Analyze performance Service Desk activities and documented resolutions, identify problem areas, and devise other solutions to enhance quality of service while preventing future problems
    • Conduct continuous improvement and update the Knowledge Base (KB) as required
    • Support the development of KB articles for use by Tier-1 & Tier-2 service desks agents
    • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue
    • Troubleshoot operating system, application, network, and mobile issues
    • Manage Service Desk staffing schedules
    • Conduct brown-bag training sessions


    Candidate must have the following knowledge, experience, and abilities:

    • 8-10 years of progressive experience in a Enterprise Service Desk / Enterprise Operations Center setting
    • ITIL v3 certification and/or formal training in ITIL/ITSM preferred
    • Demonstrated experience in the management of a technical support team
    • Direct experience running medium to large Enterprise Service Desk (over 25 agents)
    • Extensive infrastructure and application support experience using Remedy or other ticketing and incident management systems
    • Familiarity and practical application of advanced principles of ITIL/ITSM
    • Excellent oral and written communication skills
    • Ability to present executive management incident debriefs and root cause analysis reports
    • Must be familiar with source and artifact control, configuration and knowledge management
    • Customer advocate consistently meeting/exceeding expectations and incorporating customer service into all aspects of work


    Hands-On Exposure:

    • Experience using and managing monitoring tools such as SolarWinds and AppDynamics
    • Experience creating, managing and running reports in BMC Remedy
    • Experience managing Microsoft Windows & Red Hat Linux in large environments
    • Day-to-day fluency using Microsoft Active Directory to manage policies & user objects
    • Knowledge of security policies and general vulnerabilities management


    Soft Skills and Abilities:

    • Organizational Skills: Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
    • Team Work: Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Ability to influence others and move a proposal effort toward a common vision or goal
    • Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon the audience and context. Excellent active listening skills.  Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel
    • Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, and implementing solutions
    • Results Oriented: Able to drive projects forward regardless of constraints


    Shift Work and Travel:

    • Base Shift hours: 8:00 AM ET – 5:00 PM ET, M-F (No Telework)
    • Must be available for on-call support as required (Flexibility Required)


    Security Requirements:

    • Candidate must be a U.S. Citizen and able to pass a Public Trust Assessment


    Place of Performance:

    • Bowie Computer Center – Bowie, MD



    Additional Requirement:

    U.S. Citizen is required for the position. Candidate must successfully pass a Federal Background Investigation. 



    Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



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