Operations Manager, CDSR (Remote)

Overview

GovCIO is currently hiring for an Operations Manager for the Connected Device Support & Reconciliation team to provide direction and oversight of the Centralized Ordering program, End of Life efforts, and quality assurance program. This position will be located in remotely within the Continental United States  position.

Responsibilities

Responsible for providing the Connected Device Support and Reconciliation (CDSR) team supervision, direction and oversight over multiple focus areas such as Quality Assurance, Centralized Ordering and device end of life operations. This position plays a critical role in ensuring operational efficiency, accuracy of data and documentation, and alignment with program goals to ensure daily outstanding performance. Monitors and controls operational activities, company policies, and business objectives. This role requires a blend of technical expertise, analytical skills, and leadership support, with a strong emphasis on quality control, reporting, and coordination with VA sites and senior management.

• Operations Management & Reporting:
  • Create and prepare detailed data reports, ensuring accuracy and integrity of information.
  • Perform data pulls from multiple platforms to support reporting and leadership needs.
• Dashboards & Field Coordination:
  • Review and analyze PowerBI dashboards to identify trends, overdue items, and reconciliation gaps.
  • Coordinate operational tasks with VA sites, including kit ordering, device returns, and reconciliation workflows.
• Leadership Interaction & Presentations:
  • Develop presentations and reports for senior leadership.
  • Regularly interact with management to provide updates, escalate risks, and propose solutions.
• Quality Control:
  • Conduct quality audits on support activities and documentation.
  • Prepare detailed reports highlighting accuracy, compliance, and areas for improvement.
• Workload Monitoring & Training:
  • Monitor workload in the NICE calling platform, ensuring staff compliance with standards.
  • Assist with staff training, reinforcing proper use of systems and adherence to protocols.
• Risk Advisory:
  • Advise management of potential risks impacting Veterans, VA partners, or overall program operations.
  • Recommend mitigation strategies based on trend analysis and reporting.
• Documentation & Technical Support:
  • Ensure all provider notes, final consult comments, and reconciliation actions are accurately documented in records.
  • Continue to provide technical assistance and troubleshooting over the phone as needed.
• Technology Familiarity:
  • Maintain expertise with mobile devices (iOS/Android), tablets, Windows/Mac PCs, and related peripherals.
• Customer & Peer Engagement:
  • Communicate effectively in both technical and user-friendly language with Veterans, peers, and leadership.
• Accountability:
  • Demonstrate reliable attendance, punctuality, and readiness to handle tasks at the start of each shift.
  • Uphold high standards of accountability and reliability in all assigned duties.

Qualifications

Required Skills and Experience

• Bachelor’s degree in Information Technology, Healthcare Administration, Data Analytics, or related field preferred and 8-12 years of experience (or commensurate experience)
• Equivalent work experience in healthcare technology or operational support may be considered.
  • 2+ years of experience in device support, IT service desk, healthcare technology, or reconciliation roles.
• Experience with data management, reporting dashboards (PowerBI), and ticketing systems (ServiceNow).
• Strong skills in documentation, quality assurance, and workflow analysis.
• Familiarity with call center tools such as NICE.
• Proven ability to present data and insights clearly to leadership.
• Prior experience working with VA systems or supporting Veterans is strongly preferred.

Clearance Required: Ability to obtain and maintain a Suitability/Public Trust clearance.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels