Johns Hopkins Applied Physics Lab

IT Relationship Manager

Johns Hopkins Applied Physics Lab • $100K — $245K *
Laurel, MD 20707In-Person
Aerospace & Defense
Less than 5 years of experience
3 weeks ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT or equivalent experience
  • 3-5+ years in customer relationship management and technical services
  • Experience as a Technical Account Manager, CSM, Project Manager, or Business Analyst
  • Strong conflict resolution skills with decision-making ability
  • Effective communicator with customer service and analytical skills
  • Ability to obtain an Interim Secret clearance and ultimately a Secret level security clearance

Responsibilities

  • Act as primary contact for IT operations and AMDS user community
  • Communicate impacts of scheduled maintenance and outages
  • Build trusting relationships with AMDS user community
  • Understand unique operational needs of users
  • Lead user forums to share new capabilities and foster collaboration
  • Ensure alignment between IT operations and user community priorities
  • Coordinate with other IT Relationship Managers for consistent service delivery

Benefits

  • Opportunity to work in a vital support role for classified computing
  • Join a dedicated team in the Air Missile Defense Sector
  • Engagement with cutting-edge technologies in AI/ML and high performance computing
  • Exposure to diverse mission use cases and collaboration with experts
Full Job Description
Description

We're seeking an IT Relationship Manager who builds strong stakeholder relationships and brings a curious, detail-driven mindset with a willingness to dig in and learn. You will be joining a hardworking team that is responsible for the vital support of the Air Missile Defense Sector's (AMDS) classified computing environment.

As the IT Relationship Manager, you will...

  • Serve as the primary point of contact between the IT operations team and AMDS user community for all non-routine technical requests and escalated customer service concerns.
    • Communicate and explain the impact of scheduled maintenance, unplanned outages and other impactful changes.
  • Build strong and trusting relationships with technical teams that make up AMDS' broad user community.
    • Develop and understanding of user's unique operational needs and constraints.
    • Explore how users leverage classified technologies through exposure to mission use cases, technical investigations, and collaboration with subject matter experts.
  • Develop a strong understanding of APL's technical services, including the software development environments, high performance computing clusters and the AI/ML capabilities.
  • Lead user forums to showcase new capabilities and promote collaboration and knowledge sharing.
  • Gain a strong understanding of both IT and AMDS' short and long-term priorities to ensure solid alignment between the IT operations team and the user community.
  • Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery.
  • Perform other duties as assigned.


Qualifications

You meet our minimum qualifications for the job if you...
  • Possess a Bachelor's degree in an IT-related field or equivalent years of professional IT work experience.
  • Have at least 3-5+ years of professional IT experience focused on strong customer relationship management/technical services experience, for example:
  • Technical Account Manager (TAM) or technical Customer Success Manager (CSM)
  • Project Manager or Business Analyst who has worked in an "hands-on" capacity in a technical environment
  • Possess a positive and optimistic outlook, exuding confidence, especially when meeting with users, and facing challenging situations and negotiating with stakeholders.
  • Can provide examples of previous success with conflict resolution and the ability to make difficult decisions after acquiring input from all sides.
  • Are a highly effective communicator with excellent customer service and analytical skills, with a proven ability to write documentation, deliver business and technical presentations, and provide regular notifications about AMDS initiatives across the Sector.
  • Are able to obtain an Interim Secret clearance by your start date and can ultimately obtain a Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

You'll go above and beyond our minimum requirements if you...
  • Experience with software development (ex: Python, C++).
  • Exposure to AI/ML concepts and tools.
  • Possess a Master's degree in IT or related field.
  • Have obtained an ITIL Certification.
  • Possess an active Secret Clearance.


#LI-KW1-LW-58973

Minimum Rate

$100,000 Annually

Maximum Rate

$245,000 Annually

About Johns Hopkins Applied Physics Lab

The Johns Hopkins University Applied Physics Laboratory (APL) is a research and development organization that provides solutions to national security and scientific challenges. The laboratory was founded in 1942 and is located in Laurel, Maryland. APL is a division of the Johns Hopkins University and is a not-for-profit organization. The laboratory has expertise in a variety of areas, including space exploration, national security, and healthcare.
Learn more about Johns Hopkins Applied Physics Lab
Size
7,000 employees
Industry
Information Technology
Founded
1942
* Ladders Estimates

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