Operations Lead
Company: SiloSmashers
Location: Washington
Posted on: February 18, 2026
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Job Description:
Job Description Job Description SiloSmashers is seeking a highly
experienced Operations Lead to join its growing contract supporting
a federal government agency. The Operations Lead will have a good
understanding of the software and hardware products used by the
company and the end-users, as well as experience with customer
relationship management (CRM) systems, helpdesk software, and
remote support tools. The Operations lead should possess a level of
communications polish to effectively engage with both technical and
non-technical users, as well as collaborate with other members of
the IT team. The Operations Lead should demonstrate strong
leadership skills and the ability to motivate and manage a team of
helpdesk technicians ranging from Tier 1 to Tier 3. The Operations
Lead role supports multiple, major Operations initiatives and the
successful candidate is expected to have the wherewithal to
prioritize, over-communicate, plan and tightly coordinate with a
variety of stakeholders, while driving day-to-day ticket closure to
meet or exceed established SLAs. A high level of emotional
intelligence, awareness, and ability to rapidly "read the room," is
critically required to understand and adapt to a wide variety of
personalities to draw the "best" out of teammates to get work done.
QUALIFICATIONS: Proven success simultaneously managing a diverse
team and their work activities Provide guidance to technical team,
ensuring the successful completion of implementation projects.
Demonstrated strong business process analysis and business analysis
capabilities, specifically transforming requirements into
actionable next steps. Collaborative approach to develop and
nurture new relationships with several external customers and
stakeholders. Manages IT Infrastructure Disaster recovery Backups
O365 ESXi AWS Azure AVD InTune SCCM Axonius IT Storage (SAN)
SolarWinds Experience developing and implementing Ops Strategic
Planning and Roadmaps Extensive experience actively using
ServiceNow IT Service Management Drive multiple projects on time
and within budget Lead implementation of Ops Security Compliance
aligned to all IT assets Proven experience generating relevant Ops
metrics for continual improvement from ServiceNow (ITSM) Oversee
entire lifecycle of all IT Assets Manage a multi-tiered Ops staff
Mentor, coach and provide professional growth for direct reports
Experience in a strong advisory role in a Federal Agency
environment Ability to develop relevant reporting artifacts for
Program Manager Understand technical aspects of Operations to
manage troubleshooting, solutioning, etc. Experience developing
policy, procedure and SOP documentation Extensive experience
developing and maintaining project schedules and reporting out data
(MS Project) and use of Project Web Application a plus Experience
developing and maintaining metrics and KPIs and presenting to
senior leadership. SOFT SKILLS: Inherent experience with
collaborating with cross-functional teams within the organization,
and other offices to ensure the integration and compatibility of
network solutions with other IT systems and applications. Strong
"solutions-oriented" and collaborative mindset to drive solutions
and execution for the good of the mission and team.
Keywords: SiloSmashers, Ellicott City , Operations Lead, IT / Software / Systems , Washington, Maryland
