Operations and Maintenance

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