Operations and Maintenance Lead
Job Summary
To ensure efficient service delivery, the full-time Operations and Maintenance Lead will manage daily operations for fingerprint and facial photo capture, oversee badge production, and coordinate help desk support while maintaining system availability and quality standards.
Key responsibilities
- Manage daily operations of the enrollment network to ensure selectees complete fingerprint and facial photo capture efficiently
- Lead regional support teams to resolve equipment failures and maintain site operations, including incident management and reporting
- Oversee centralized badge production and manage the suitability determination support team to handle case reviews and maintain operational metrics
Required qualifications
- Bachelor's degree in operations management, information technology, business, or a related field; additional relevant experience may substitute
- 10+ years of experience managing IT-enabled operations, including 5+ years leading large service delivery teams
- Experience with defined service levels, capacity planning, and workforce scheduling
- Experience managing help desk operations with ticketing tools like ServiceNow
- ITIL Foundation certification
Complete Job Description
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