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
