Embedded Technical Support Manager

Job Description
Sibylline is looking for an experienced Technical Support Manager to join our team, embedded within our client’s organization. The Technical Support Manager will be responsible for managing a talented team of professionals supporting our GSOC locations. The Technical Support Manager will craft and implement a strategic vision to meet the professional learning and training needs for our rapidly growing and diverse team. The successful candidate will have an extensive background managing the delivery of technical solutions as well as maintain and refine existing technical tools, as well as proven experience and acumen as a people and project manager. The successful candidate must be comfortable managing multiple competing priorities, refining the programmatic vision and elements in response to emerging needs, and assisting subordinates to be resilient when managing or navigating programmatic changes.
This position can be located in Seattle Washington or Arlington Virginia.
Strategic Vision
Develop, with client input and approval, a multi-phase vision and strategy for the global GSOC program’s information systems program that incorporates enduring support for current systems while establishing priorities to address ongoing pain-points and vulnerabilities as well as opportunities for improvements and innovations
Refine and update the initial vision and strategy annually, in response to feedback and analysis and in concert with the budgeting cycle.
Ensure strategies include robust output, outcome, and other performance indicators against which to evaluate the program’s overall performance. Use this information to propose in-flight and long-term updates and improvements to program design and implementation.
Identify and, at the request of client, source needed resources in support of the multi-phase vision/strategy, including external subject matter experts.
Personnel Management
Serve as direct or skip-level manager to the other members of the Information Systems vertical.
Manage the day-to-day work of subordinates, ensuring they understand their work requirements and have the necessary supervision, support, and leadership to meet or exceed those requirements.
Provide day-to-day management of personnel on the Information Systems team, including hiring/selection, scheduling, payroll, and performance support.
Ensure onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out.
Manage performance- or behavior-related staff concerns and issues as required within the hierarchical structure and in accordance with company policies.
Program Management and Oversight
Lead the implementation of the approved strategic vision, and oversee or provide direct oversight for programmatic elements at the project-level.
Establish and adhere to a timeline for a multi-phased programmatic roll-out;
ensure discrepancies between targeted and actual deadlines are well-documented and shared with the client.
Provide senior-level oversight to any outside vendors required to support the program. Escalate concerns related to quality and timeliness of outputs to senior leadership and advise on corrective action.
Establish and maintain positive, collaborative relationships with counterparts and technology subject matter experts.