Nine Mind Solutions
Technical Support
Nine Mind Solutions, Arlington, Virginia, United States, 22201
We are seeking a System Operations (SysOps) Service Desk (SOSD) Deputy Manager to work under the guidance and management of the Director of Technical Services to ensure exceptional service for managed services, customers, and drive employee engagement for SOSD staff members. He or she will coordinate the daily activities of SOSD staff; orient, train, and mentor staff; monitor incident management queues; address client escalation issues; and interface with clients as needed. The Deputy SOSD Manager is expected to be process oriented and accountable for the overall success of the Network Operation Center.Eligibility:
Must be a US CitizenMust have an active Top Secret clearance and be able to obtain a TS/SCI clearance.Must be able to obtain Client Suitability prior to starting employment.Must have 8+ years of related experience.Responsibilities:
Manage SOSD team consisting of up to 24 watch-standersCommunicate policies, expectations, and feedback to SOSD staffFacilitate a high-performance team environment and employee engagementProvide performance feedback and corrective action to direct staffLead activities of SOSD staff to diagnose and resolve client problemsGuide SOSD staff on diagnosis of potential problems and resolutions.Field escalated customer issues and resolve or refer to specialized experts as neededGuide and coordinate projects requiring schedulingMonitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.Provide input on process improvements and contribute to the technology road map 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 staffProvide back-up duties to the SOSD Government LeadWork support tickets as neededEvaluate and provide input regarding employee performanceConduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experienceMaintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)Other duties as assigned and required.Experience Required:
Experience managing/supervising a Service Desk environmentExcellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customersMust be able to manage multiple priorities in an efficient mannerUnderstanding 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 practicesTechnical Skills/Competencies:Excellent computer proficiency (MS Office - Word, Excel and Outlook)Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.Supervisory Skills/Competencies:Efficient delegation and task prioritizationAbility to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments.Ability to coordinate and facilitate staff trainingAbility to provide feedback, coach employee performance, and effectively implement disciplinary action as neededAbility to manage and resolve conflicts as they ariseFamiliar with Micro Focus (formally HPE Software) monitoring solutions preferred (Network Node Manager, OpsBridge)Desired Skills:
Advanced experience with Microsoft Windows Server 2016/2019.Experience developing and maintaining Technical Documentation and instructions.Must have the ability to multi-task in a dynamic environment with changing priorities.Ability to work well both independently and in a team environment as needed.Desired Certifications: Security+Required Education: Bachelor's degree in related technical field. Two years of related work experience may be substituted for a Master's degree.
Must be a US CitizenMust have an active Top Secret clearance and be able to obtain a TS/SCI clearance.Must be able to obtain Client Suitability prior to starting employment.Must have 8+ years of related experience.Responsibilities:
Manage SOSD team consisting of up to 24 watch-standersCommunicate policies, expectations, and feedback to SOSD staffFacilitate a high-performance team environment and employee engagementProvide performance feedback and corrective action to direct staffLead activities of SOSD staff to diagnose and resolve client problemsGuide SOSD staff on diagnosis of potential problems and resolutions.Field escalated customer issues and resolve or refer to specialized experts as neededGuide and coordinate projects requiring schedulingMonitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.Provide input on process improvements and contribute to the technology road map 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 staffProvide back-up duties to the SOSD Government LeadWork support tickets as neededEvaluate and provide input regarding employee performanceConduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experienceMaintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)Other duties as assigned and required.Experience Required:
Experience managing/supervising a Service Desk environmentExcellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customersMust be able to manage multiple priorities in an efficient mannerUnderstanding 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 practicesTechnical Skills/Competencies:Excellent computer proficiency (MS Office - Word, Excel and Outlook)Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.Supervisory Skills/Competencies:Efficient delegation and task prioritizationAbility to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments.Ability to coordinate and facilitate staff trainingAbility to provide feedback, coach employee performance, and effectively implement disciplinary action as neededAbility to manage and resolve conflicts as they ariseFamiliar with Micro Focus (formally HPE Software) monitoring solutions preferred (Network Node Manager, OpsBridge)Desired Skills:
Advanced experience with Microsoft Windows Server 2016/2019.Experience developing and maintaining Technical Documentation and instructions.Must have the ability to multi-task in a dynamic environment with changing priorities.Ability to work well both independently and in a team environment as needed.Desired Certifications: Security+Required Education: Bachelor's degree in related technical field. Two years of related work experience may be substituted for a Master's degree.