Operations and Maintenance - Manager I

Operations and Maintenance - Manager I

Location: Pensacola, FL

Must have an active Top Secret Security Clearance

Node is supporting a U.S. Government customer on a large mission-critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats.

Node is seeking a System Operations (SysOps) Service Desk (SOSD) Manager who reports to the Director of Technical Services.

The SOSD Manager is expected to be process-oriented and accountable for the overall success of the SysOps Service Desk.

Responsibilities Include:

• Manage SOSD team consisting of up to 24 watch-standers
• Communicate policies, expectations, and feedback to SOSD staff
• Facilitate a high-performance team environment and employee engagement
• Provide performance feedback and corrective action to direct staff
• Lead activities of SOSD staff to diagnose and resolve client problems
• Guide SOSD staff on the diagnosis of potential problems and resolutions
• Field escalated customer issues and resolved or referred to specialized experts as needed
• Guide and coordinate projects requiring scheduling
• Monitor and report the status of tickets and tasks assigned to the SOSD and ensure items are coordinated, logged, tracked, and resolved appropriately.
• Provide input on process improvements and contribute to the technology roadmap for the strategic plan
• Perform metrics trend analysis and reporting, guide resultant process improvement.
• Contribute to the development, communication, and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
• Provide guidance and training; may guide other staff
• Provide back-up duties to the SOSD Government Lead
• Work support tickets as needed
• Evaluate and provide input regarding employee performance
• Conduct one-on-ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
• Maintain SOSD schedule for 24x7 365 support with two-person integrity (TPI)
• Other duties as assigned and required.

Requirements

Required Skills:

• Must be a US Citizen
• Must have an active Top-Secret clearance and be able to obtain a SCI
• Must be able to obtain DHS Suitability
• 8+ years of applicable, hands-on experience
• Experience managing/supervising a Service Desk environment
• Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
• Must be able to manage multiple priorities in an efficient manner
• Understanding of general help desk procedures, company processes, etc.
• Ability to design and implement effective policies to achieve consistent team results.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given prescribed routines, and standard accepted practices

Desired Skills:

• Excellent computer proficiency (MS Office – Word, Excel, and Outlook)
• Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) is highly preferred.
• Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) is required.
• Efficient delegation and task prioritization
• Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
• Ability to coordinate and facilitate staff training
• Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
• Ability to manage and resolve conflicts as they arise

Required Education:

• Bachelor’s degree in a related field; or HS Diploma with 22 years of directly relevant experience.

Desired Certifications:

- ITIL, SAFe, PMP

- DOD 8570.1-M IAM Level III

Company Overview:

Node. Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.

Our Core Values help us in our mission. They include:

OUR CORE VALUES

Identifying the~RIGHT PEOPLE~and developing them to their full capabilities

Our customer’s “Mission” is our “Mission”. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner

We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence

Our mantra is “~Simple*Secure*Speed~” in the delivery of innovative services and solutions

Benefits

We are proud to offer competitive compensation and benefits packages to include:

• Medical
• Dental
• Vision
• Basic Life
• Long-Term Disability
• Health Saving Account
• 401K
• Three weeks of PTO
• 10 Paid Holidays
• Pre-Approved Online Training