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