Ensure high-performing technical teams operate effectively in a secure manner
Accountable for meeting KPIs and SLAs related to performance
Develop and implement strategies to attract staff and retain top talent within staffing
Foster a people-focused culture with an emphasis on career development and customer
Drive continual improvement through strategic analysis of trends and data, delivering actionable
Enable a collaborative and innovative work environment to support team growth
Manage resource allocation and budget planning to optimize operational efficiency and identify cost savings to the client.
Evaluate resource modeling strategies, automation, or service improvements to deliver more efficient services that result in savings to the customer.
Ensure compliance with industry and regulatory standards
Leverage and implement industry best practices such as ITIL to optimize service
Analyze ticket trends, anticipate client needs, and propose action plans to proactively address challenges and issues across a broad scope of services to optimize service delivery.
Implement process improvement methodologies to evaluate and adapt current processes to improve productivity, streamline workflows, and reduce costs.
Collaborate with cross-functional teams and stakeholders to align organizational goals
Develop and implement performance objectives, process improvements, and professional development plans aligned with business needs.
Maintain the health and security of our customers’ IT experience, ensuring reliable, repeatable, and secure performance
Oversee end-to-end delivery of IT and operational services to ensure alignment with client expectations and contractual requirements.
Serve as the primary point of contact for client delivery matters, ensuring timely communication, issue resolution, and strong partnership with client stakeholders.
Lead operational reviews and participate in client meetings to provide updates on performance, risks, and improvement initiatives.
Coordinate cross-functional teams to support seamless delivery of services across multiple labs and technical
Qualifications
Bachelor’s Degree in a related field plus five (5) years of
In lieu of a degree, ten (10) years’ total relevant experience is
U.S. Citizenship is required.
Ability to obtain and maintain a DOE Security Clearance
Strong understanding of KPIs, SLAs, and performance
Demonstrated ability to develop and implement talent acquisition and retention
Expertise mentoring, guiding, and providing performance feedback and corrective action to team members performing a management role.
Expertise in strategic planning and continual improvement
Exceptional leadership and people management
Strong communication and interpersonal
Ability to manage budgets and resources
Travel required up to 15%.
Preferred Qualifications
Relevant certifications such as PMP, ITIL, KCS or
In-depth understanding of ITSM best
Experience working within ServiceNow
Experience with advanced technological solutions
Visionary leadership with the ability to inspire and motivate
Strategic thinker with a focus on long-term
Strong decision-making capabilities
Adaptable and resilient in a dynamic workplace
Commitment to fostering a diverse and inclusive
Exemplary integrity and ethical
Excellent problem-solving
Ability to build strong and trusting relationships with internal and external stakeholders
Proven experience with Process documentation, Continual Service Improvement activities, and Data Driven Decision making.
Demonstrate a proven ability to foster a collaborative and growth-oriented
Promote knowledge sharing and best practices within the team and across the organization.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear.
Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
The employee must occasionally lift and/or move up to fifteen (15) pounds.
Fine hand manipulation (keyboarding).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
May work prolonged or irregular hours.
The noise level in the work environment is usually moderate.
Exposure to general office conditions while conducting office duties.
Working at Edgewater Federal Solutions
Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.
Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law. #LI-SE1
