Operations and Maintenance - Manager I

Operations and Maintenance - Manager I

Location: Arlington, VA

Must have an active 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) Deputy 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 diagnosis of potential problems and resolutions

- Field escalated customer issues and resolve or refer 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 Secret clearance and be able to obtain a TS/SCI clearance

- 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) 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

Desired Certifications:

ITIL certification

Required Education:

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

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