Today
Dept of Homeland Security
Unspecified
Unspecified
Management
San Antonio, TX (On-Site/Office)
Overview
Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We deliver customized, agile technical solutions focused on data, enterprise platforms, service engagement, and workforce development through trust-driven and collaborative relationships.
The Operations Manager provides daily oversight of service desk operations, ensuring customer-focused management, responsiveness, and effective delivery of Tier I and Tier II services.
This contract is contingent upon award.
Location
The Operations Manager is on-site at one of the three CBP service desk hubs: Ashburn, VA; Orlando, FL; or San Antonio, TX. The Operations Manager is required to reside within commuting distance of the assigned hub to provide direct oversight and meet supervisory requirements.
Clearance Requirements
Must be able to obtain and maintain a CBP background investigation (BI).
Essential Roles and Responsibilities
Qualifications
Education: Bachelor's degree or equivalent experience.
Experience: Minimum of 3 years in IT service desk supervisory management.
Automated Commercial Environment (ACE) Requirement:
Hands-on supervisory experience with Automated Commercial Environment (ACE) Account Service Desk (ASD) or related ACE Tier I/Tier II operations, including account management, ticket processing, and customer support.
Certifications: ITIL Foundations preferred.
Desired Skills
Equal Opportunity Employer Statement
Silotech Group is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Silotech Group provides Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services and Products, and Managed IT/Security Services to Federal, State, and Commercial clients. We deliver customized, agile technical solutions focused on data, enterprise platforms, service engagement, and workforce development through trust-driven and collaborative relationships.
The Operations Manager provides daily oversight of service desk operations, ensuring customer-focused management, responsiveness, and effective delivery of Tier I and Tier II services.
This contract is contingent upon award.
Location
The Operations Manager is on-site at one of the three CBP service desk hubs: Ashburn, VA; Orlando, FL; or San Antonio, TX. The Operations Manager is required to reside within commuting distance of the assigned hub to provide direct oversight and meet supervisory requirements.
Clearance Requirements
Must be able to obtain and maintain a CBP background investigation (BI).
Essential Roles and Responsibilities
- Manage day-to-day Technology Service Desk (TSD) operations.
- Supervise team leads and ensure staffing coverage across shifts.
- Act as primary escalation point for urgent operational issues.
- Implement continuous service improvement measures.
Qualifications
Education: Bachelor's degree or equivalent experience.
Experience: Minimum of 3 years in IT service desk supervisory management.
Automated Commercial Environment (ACE) Requirement:
Hands-on supervisory experience with Automated Commercial Environment (ACE) Account Service Desk (ASD) or related ACE Tier I/Tier II operations, including account management, ticket processing, and customer support.
Certifications: ITIL Foundations preferred.
Desired Skills
- Experience managing staff supporting DHS/CBP or other large-scale government IT systems.
- Bilingual (English/Spanish) capability or experience supporting bilingual teams.
Equal Opportunity Employer Statement
Silotech Group is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
group id: 10375354
