**Productivity Support Task Leader III** **Who is Epsilon:** Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers. Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S. **Why work for Epsilon:** In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements. Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution. **Where you’ll work:** This is a hybrid onsite/remote opportunity where you will report to the location in Washington, DC and have the flexibility to work from home based on business needs. **An average day:** As Productivity Support Task Leader III, you will provide oversight for productivity-focused projects and operational activities. 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 years of professional experience in operations or project management, including at least two 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. + Strong familiarity with Microsoft Office 365 services (including 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 **Physical Demands and Working Conditions:** Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions: + Prolonged periods of computer desk work. + Dexterity of hands and fingers to operate a computer keyboard and other computer components. + Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings. + The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending. + Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers. + Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments. + Maintain a professional emotional response when working with others. **Connect directly with your dedicated recruiter on Epsilon’s careers page.** **www.epsilon-inc.com/careers** Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Disabled/Vets. Please click here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) to review your rights under EEO policy. If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com .