Description
Description
The Department of State, Bureau of Diplomatic Technology (DT) currently provides its users with Network Enterprise Tools services to include Niksun, LiveAction, Cisco ISE, and RSA technologies. In support of these services, the Manager will oversee and manage 20+ engineering and operational support personnel who provide maintenance and operational support to the department. The lead will provide leadership, mentoring, and in-depth day to-day technical guidance and management oversight to a team of Systems Engineers. The well-qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the division and its services. The candidate must be a self-starter, providing leadership, technical direction and supervision to assigned personnel. They will be required to liaison across DT's multiple divisions to provide services to the organization using the Network Enterprise Tools. The candidate must be capable of evaluating service performance metrics and communicating system performance: issues, risk, alternatives solutions. Building cost estimates, review engineering designs and leading a team in response to request for service, incidents/problems, reducing risk, and managing and directing operational staff as needed to ensure managed programs are performing optimally.
This role is considered hybrid and will allow work from home opportunities.
Description of Duties:
- Meet or exceed all operational and performance-based metrics associated with the incident and service request process.
- Ensure all critical/high and/ or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level targets.
- Regularly monitor, review, and analyze operational reports and performance-based metrics to determine/recommend opportunities for improvement and/or training initiatives.
- Ensure the customer's service level performance (metrics), planned/unplanned outages, ongoing Engineering initiatives, and internal/external communications are handled promptly.
- Ensure all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps, and follow up with customers (as necessary).
- Ensure all major system planned maintenance and/or unplanned failures are promptly escalated across groups and tiers of support per SOPs.
- Ensure all support personnel provide prompt and professional service to customers and provide guidance to support staff as required.
- Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations.
- Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center.
- Frequently communicate with Service Line Lead on upcoming projects, system maintenance activities, and unplanned events with transparency to supported teams within Department.
- Build SOPs and training documents to provide targeted training opportunities based on the overall performance of the Service Desk and System Personnel.
- Identify, notify, and address operational deficiencies with Program Manager and Engineering Lead.
- Promptly notify management of potential system problems or customer issues.
- Ensure all required reporting is completed correctly, edited, proofread and ready for dissemination. Some of these reports may include staff's production tickets (daily/weekly/monthly tickets received, tickets closed, tickets pending, etc.), turnover information, daily shift log, and hot issues reports.
Qualifications
Required Education & Experience:
- Bachelor's Degree in related technical discipline and five (5) or more years of experience; may accept additional experience in lieu of degree.
- Experience leading a technical team in a systems engineering organization.
- Working knowledge of Microsoft Windows Server administration, RSA, SIEM Tools, Cisco ISE, and Cisco Smart License Management tools.
- Working knowledge of ServiceNow.
- Working knowledge of service delivery best practices.
- Skills to address issues with senior level customers.
- Self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
- Strong oral and written communication skills with experience working directly with senior leaders and customers.
- Strong soft skills such as: organizational skills, ability to manage multiple tasks in a fast-paced environment, managing work-place problems, deconflicting competing priorities and quick turnaround deliverables.
Required Clearance:
- US Citizenship.
- Active secret clearance with the ability to obtain Top Secret.
Desired Experience, Skills, & Attributes:
- Experience with LiveAction, NeuralStar network monitoring tools.
- Certification in relevant IT products/technologies.
- ITIL ® Foundation certification.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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