System Operations - Arlington, United States - Incept Data Solutions, Inc

Incept Data Solutions, Inc
Incept Data Solutions, Inc
Verified Company
Arlington, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

System Operations (SysOps) Service Desk (SOSD) Deputy Manager

Qualifications:



  • Must have an active Secret clearance and be able to obtain a TS/SCI clearance



  • Must be able to obtain DHS Suitability


Job Summary:


We are looking for 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.


Job Responsibilities:

  • Manage SOSD team consisting of up to 24 watchstanders
  • Communicate policies, expectations, and feedback to SOSD staff
  • Facilitate a highperformance 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 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 staff
  • Provide backup duties to the SOSD Government Lead
  • Work support tickets as needed
  • Evaluate and provide input regarding employee performance
  • Conduct one oneonones with staff to address training needs, set expectations, and facilitate a 2way dialogue regarding the employee experience
  • Maintain SOSD schedule for 24x7 365 support with twoperson integrity (TPI)
  • Other duties as assigned and required.

Job Required Qualifications:

  • Bachelor's degree in related field. HS Diploma with 22 years of directly relevant experience.
  • 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, handson 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
Job Physical Requirements


The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to do the following:


  • Safely maintain home workspace, free from safety hazards and in line with information security policies.
  • Communicate verbally in person, over the phone, or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
  • Appear on camera for meetings with coworkers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company's expectation of information security.
  • Viewing computer screens and sitting for long periods.
  • Travel is not required.

Job Benefits:

  • Comprehensive Benefits: Health, dental, and vision coverage for you and your family.
  • Financial Security: Build a strong future with our 401(k) plan.
  • Work-

Life Balance:
Generous Paid Time Off (PTO) and sick leave policies.

  • Professional Growth: Ongoing learning and development opportunities.
  • Cutting-

Edge Environment:
Work with the latest tools and technology.

  • Inclusive Culture: Thrive in a diverse and collaborative workplace.
  • Employee Assistance Program: Confidential counseling and support services.
  • Wellness Initiatives: Fitness classes and mental health resources.
  • Community Engagement: Contribute to positive change through volunteer programs.

Benefits:


  • 401(k)
  • Dental insurance
  • Health insurance

Schedule:

  • Monday to Friday

Application Question(s):

  • 5 Years of experience designing and implementing effective policies to achieve consistent team result
  • 5 Years of experience performing metrics trend analysis and reporting, guide resultant process improvement.

Education:


  • Bachelor's (required)

Experience:

- managing/supervising a Service Desk envir
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