Description:Supervises the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. Refers problems to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance. Requires strong understanding of technical aspects of desktop, voice and/or data communications, and LAN telecommunications including desktop and switching equipment, vendors, networking, network components, user training, installation, and customer service.
REQUIRED SHIFT - Tuesday-Saturday 2pm-10pm or Wednesday-Saturday between 12pm-12amDue to federal contract requirements, United States Citizenship and position appropriate security clearance is required. (e.g. Active TS/SCI security clearance with customer appropriate polygraph).Capabilities:- Operational Oversight:
- Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
- Process Implementation & Improvement:
- Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.
- Incident Management Leadership:
- Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
- Staff Development & Performance:
- Evaluate employees' performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.
- Reporting & Communication:
- Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
- Scheduling:
- Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
- Collaboration:
- Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.
Required Qualifications: - TS/SCI with Agency Appropriate Polygraph
- Bachelor's degree in engineering from an accredited college or university is desired
- Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor's degree.
- Three (3) years of related experience
- Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
Required Technical Skills: - Strong troubleshooting abilities in both networking and desktop support.
- Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
- Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
- Exceptional time management, communication, interpersonal, and presentation skills.
- Proven ability to communicate professionally with all levels of personnel and stakeholders.
- Strong leadership skills with a track record of developing high-performing teams.
- Exceptional time management, communication, interpersonal, and presentation skills.
- Proven ability to communicate professionally with all levels of personnel and stakeholders.
- Strong leadership skills with a track record of developing high-performing teams.
- Ability to work in a fast-paced, mission-critical environment with shifting priorities.
- Availability to provide on-call support or work non-standard hours as needed
Salary Range: $100,000.00 - $110,000.00 (
Annually)
Annual Compensation Figures listed for this position serve as a general guideline and are not a guarantee of compensation. Compensation will vary dependent upon factors including but not limited to: Government contract rates; annual hours worked; education; relevant prior work experience, knowledge, skills, and competencies; certifications, and geographic location.
Benefits Package:Itezz Inc. believes in generously supporting employees as they prepare for retirement. The company automatically contributes an additional 10% of each employee's gross compensation to the company SEP IRA plan, with no requirement for employee matching. All contributions are fully vested from day one, ensuring immediate ownership of retirement funds.
Full-time employees have the option to participate in a variety of voluntary benefit plans including: - A Choice of CareFirst BlueChoice Medical Plans, some with Health Savings Account (HSA)
- CareFirst Preferred Dental
- CareFirst BlueVision
