Job#: 3036923

Job Description:

OPERATIONS LEAD

WHO WE ARE

Everforth Apex Systems is a leading global technology and digital engineering firm dedicated to helping organizations adapt, innovate, and thrive in a world of constant change. Leveraging deep industry insights and proven expertise, we deliver end-to-end solutions that accelerate time-to-value and realize our clients’ digital visions across commercial and federal sectors.

Our comprehensive solution portfolio spans AI & data, cloud and infrastructure, digital engineering, customer experience, cybersecurity, enterprise platforms, application development, strategy, transformation, and managed services. Powered by proprietary assets, accelerators, and strong alliances with cutting-edge technology partners—including Adobe, AWS, Microsoft, Salesforce, and more—we turn complexity into progress and measurable business outcomes.

With a presence in over 70 markets across North America, Europe, and India, Everforth Apex Systems innovates alongside our customers, building and deploying tailored artificial intelligence solutions to enhance business value and improve customer experiences. As part of the commercial segment of Everforth, we are committed to driving the next wave of global IT services and digital transformation.

JOB DESCRIPTION

Everforth Apex Systems is seeking an experienced Operations Lead with strong consultative skills to lead teams and engagements within the Managed Services Solutions Practice of the Solutions Delivery Organization. The Operations Lead is responsible for overseeing daily operations of teams with various workstreams, ensuring the quality and efficiency of services provided. The Operations Lead acts as a liaison between the agents and the Operations Manager, reporting on team performance, customer feedback and improvement opportunities. The ideal candidate has excellent customer service skills, leadership skills, and communication skills. This role will serve as the highest level of operational and technical escalation with the Everforth Apex Support organization and will be responsible for leading teams to achieve client deliverables as well as managing and developing team members and contributing to internal consulting practice. This role will also provide advanced troubleshooting, operational leadership support, Root Cause analysis, trend analysis, and cross-functional coordination across multiple support towers.

RESPONSIBLITIES

• Establish strong relationships with clients, industry professionals, and technical communities.
• Represent Everforth Apex Systems as leaders at industry and professional events, while developing and maintaining a robust internal and external customer relationship.
• Exhibit technical knowledge, skills, and effective professional consulting abilities.
• Foster trust and respect among internal and external stakeholders and model collaborative teamwork.
• Oversee and ensure all deliverables are met in alignment with the Statement of Work in collaboration with Engagement Manager, Client Director and other internal stakeholders.
• Supervise, coach, and mentor the Operations team, ensuring that they follow the best practices and procedures for technical support.
• Provide assistance and troubleshooting to customers via phone, email, chat, or remote access, escalating complex issues to the appropriate level of support.
• Monitor and analyze the key performance indicators (KPIs) of the Engagement, such as service level, customer satisfaction, productivity, adherence and quality.
• Prepare and analyze reports on team performance, customer satisfaction, and service level agreements, providing feedback and recommendations to the Operations Manager.
• Conduct detailed performance analysis to identify inefficiencies and areas for improvement.
• Work closely with clients, internal team members, and executive stakeholders to align project goals and expectations.
• Analyze operational metrics, backlog trends, SLA risks, and ticket quality issues.
• Maintain a high level of compliance and confidentiality standards.
• Coordinate with infrastructure, security, application, and NOC teams.
• Participate in the recruitment, training, and evaluation of new Agents. Onboard new hires per Engagement Manager and Training Manager requirements.
• Perform and keep track of meeting minutes of 1:1 sessions with Agents and Ensure timesheets for Agents are submitted.
• Demonstrate professional consulting skills, leadership abilities, and executive-level communication and presentation skills. Show adaptability and flexibility to meet business needs.
• Continually seek creative solutions and find new ways to add value. Understand client needs, proactively provide solutions, and approach challenges with a consultative, solution-focused mindset.
• Support Major Incident Management processes.
• Conduct Root Cause Analysis and develop corrective action recommendations.
• Participate in operational readiness, process improvement, and service improvement initiatives.
• Support audit and compliance activities.
• Stay attuned to the future needs of the client and work with internal resources to identify opportunities.
• Stay updated on the latest products, services, technologies, and policies related to the technical support service.

JOB REQUIREMENTS

• 3+ years of relevant experience in operations support, preferably in a consulting or outsourcing environment
• 2+ years of experience in leading or supervising a technical support team.
• Bachelor's degree in Business, Computer Science, Communications, or related field preferred
• Certification in ITIL, PMP, or other related fields is preferred.
• Strong knowledge and skills in customer service, project management, operations management, and business analysis.
• Proficient in using various tools and platforms for technical support, such as ticketing systems, remote access software, diagnostic software, etc.
• Experience in Agile and Project Management tools, Ticketing tools, CRM tools, and other relevant software and tools.
• Technologies include but not limited to: Microsoft enterprise environments, Active Directory, Endpoint management, VPN technologies, Remote support platforms, ServiceNow reporting and workflows, Operational analytics, Ticket quality analysis
• Excellent customer service skills, with the ability to handle difficult or irate customers with professionalism and empathy.
• Excellent communication, interpersonal, leadership, and problem-solving skills.
• Excellent leadership skills, with the ability to motivate, inspire, and develop the team.
• Excellent analytical and problem-solving skills, with the ability to identify and resolve technical issues quickly and effectively.
• Excellent organizational and time management skills, with the ability to prioritize and multitask in a fast-paced environment.
• Flexibility and adaptability, with the ability to work under pressure and handle changing demands and expectations.
• Attention to detail and quality, with the ability to ensure that the technical support service meets the highest standards of customer satisfaction and service level agreements.
• Enterprise Managed Services preferred.
• Public-sector IT Operations preferred.
• NOC or Command Center environments preferred.
• ITIL operational governance preferred.



OUR COMPREHENSIVE BENEFITS

• Competitive Salary
• Health, Dental and Vision Insurance
• Health Savings Accounts (HSA) with Employer Contribution
• Flexible Spending Accounts
• Long and Short-Term Disability
• Life Insurance
• Voluntary Benefits
• Employee Assistance Program
• Paid Parental Leave
• Wellness Incentives
• Vacation and Holiday Pay
• 401(k) Retirement Plan with Employer Match
• Employee Stock Purchase
• Training and Advancement opportunities
• Tuition Reimbursement
• Birthdays Off
• Philanthropic Opportunities
• Referral Program
• Partial Gym Membership Paid
• Team Building Events
• Discount Programs

VEVRAA Federal Contractor.
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.