By Light Professional IT Services

Computer Services Manager, Sr. (Eastern Range)

By Light Professional IT Services • $90K — $120K *
Cape Canaveral, FL 32920In-Person
Aerospace & Defense
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in relevant field or 8 years of related experience without a degree
  • 4 years of related experience with a Bachelor's degree
  • Meets DoD 8570.1 Information Assurance Technical (IAT) Level II requirements
  • Knowledge of security protocols like Security+ CE, GSEC, or SSCP
  • Active DoD Secret Clearance

Responsibilities

  • Supervise Customer Service Representatives and Computer Services Engineers
  • Approve timesheets for team members
  • Manage operations within the contract structure
  • Serve as a point of escalation for service requests
  • Monitor Service Level Agreements (SLAs) to ensure compliance
  • Conduct quality assurance on service tickets and standard operating procedures (SOPs)
  • Provide end-user support, both remotely and onsite, including VIP support

Benefits

  • Opportunity for professional growth within a secure government contracting environment
  • Work within a structured team focused on achieving customer satisfaction
  • Engagement in high-stakes projects with executive-level clients
  • Access to specialized tools and systems in military IT support
  • Collaborative environment with a focus on service excellence
Full Job Description
Position Overview

By Light Professional IT Services is seeking a Computer Services Manager to join our team. This position is responsible for responding, prioritizing, and coordinating resolution of service requests residing on Air Force networks (NIPR/SIPR).

Responsibilities

  • Responsible for supervision of Customer Service Representatives and Computer Services Engineers
  • Timesheet approver
  • Operational Manager
  • Escalation point of contact for the contract structure
  • Actively monitor the Service Level agreements to ensure the metrics are met
  • Monitor and perform Q/A Functions on tickets and SOPs
  • Ensure the completeness and accuracy of tickets
  • Be a POC for technical escalation within the team and to tier 3/4 support.
  • Weekly and monthly reports as required by management to include status of projects/Operations.
  • Duties to include Queue management for the region/team.
  • Provide remote support as well as onsite support for customers at PSFB, CCSFS, and GSU's, and Very Important Persons (VIPs) as necessary
  • Interface for all service requests related to SLD45 Communications environment and mission applications
  • Provide Operations & Maintenance (O&M) support of the Delta
  • Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the prioritization level and SLAs identified by the Government
  • Ensure customer satisfaction benchmarks and current metrics are tracked.
  • Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication)
  • Provide end-user account administration services (add/change/remove)
  • Provide deskside support to resolve customer service requests


Required Experience/Qualifications

  • Bachelor's Degree (and) 4 years of related experience. Without a Bachelor's/Technical Degree, 8 years of related experience is required
  • Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP


Preferred Experience/Qualifications

  • Experience working in an environment supporting Executive customers with information technology requirements
  • Familiarity with Air Force BMC Remedy system
  • Familiarity with Air Force CIPS system


Special Requirements/Security Clearance

  • Active DoD Secret Clearance

About By Light Professional IT Services

By Light Professional IT Services is a provider of full lifecycle information technology and telecommunications solutions to the federal government and commercial clients. The company provides services in the areas of cybersecurity, cloud computing, application development, network engineering, and strategic consulting. By Light has been recognized as one of the fastest-growing private companies in the United States by Inc. Magazine and has been named a top workplace by The Washington Post.
Learn more about By Light Professional IT Services
Size
1,500 employees
Industry
Information Technology
* Ladders Estimates

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