Description:
As Productivity Support Task Leader III, you will provide oversight for productivity-focused projects and operational activities in a Microsoft 365 environment. This role involves guiding teams, ensuring alignment with organizational objectives, and collaborating across multiple stakeholders to advance key initiatives. The position focuses on optimizing work processes and supporting continuous improvements to maintain high standards of service and efficiency. In this position you will:
- Oversee resource assignments for contractor staff, monitoring workload distribution and availability.
- Produce weekly reports, presentations, and documentation to communicate project updates, milestones, and challenges.
- Assist in shaping product roadmaps by evaluating performance metrics, identifying process improvements, and exploring forward-looking opportunities.
- Coordinate with cross-functional teams to ensure tasks are completed and deliverables are submitted on schedule.
- Identify project or operational risks and contribute to developing mitigation strategies and contingency plans.
- Support operations management activities for cloud-based services, including email and e-archiving solutions.
- Facilitate operational support, incident resolution, and escalation processes to maintain high service availability.
- Perform service management activities by updating lifecycle processes, evaluating service metrics, and driving continuous service improvements.
- Provide guidance for messaging services and e-discovery procedures, maintaining documentation and standard operating procedures.
- Collaborate with technical teams to address architecture and design considerations, ensuring alignment with operational standards.
- Coordinate with security teams to implement or enhance platform security measures and support compliance audits.
- Engage with stakeholders to develop new or revised work instructions and standard operating procedures.
- Participate in roadmap planning by analyzing vendor releases and formulating strategies for product evaluations.
- Prepare periodic updates to knowledge management materials to maintain accurate and current support resources.
- Contribute to process reviews and improvement strategies by analyzing trends and participating in regular performance assessments.
Basic Qualifications:
- As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
- Bachelor's degree in a related field or a high school diploma (or equivalent) plus four additional years of relevant experience.
- A minimum of five (5) years of professional experience in operations or project management, including at least two (2) years in a leadership or supervisory role managing cross-functional teams.
- Proven track record in coordinating resources, overseeing technical support functions, and managing project deliverables in a cloud-based environment.
- Working knowledge of Microsoft Office 365 Government Community Cloud (GCC) services specifically Teams and Exchange Online, email and collaboration platforms, and basic system administration.
- Understanding of e-archiving and e-discovery processes, with experience supporting incident resolution and escalation procedures.
- Experience in developing, updating, and maintaining operational documents, standard operating procedures (SOPs), and process workflows to drive continuous improvement.
- Excellent communication and presentation skills, with the ability to interact effectively with diverse teams and stakeholders.
- Basic knowledge of security requirements and compliance standards related to messaging systems is preferred.
Other Requirements:
- Will be subject to a Federal Background Investigation and must be able to obtain a Public Trust