Job Summary:

In support of the Army National Guard (ARNG) Network Enterprise Center (NEC) contract, we are seeking a skilled Systems Infrastructure (SI) Lead to report to the Program Manager and provide onsite (Arlington, VA) support for the Army National Guard. The SI Lead will be responsible for all process and operational performance aspects for a team of 22 system administrators and LAN engineers supporting an end-user community of nearly 4,000. The SI Lead’s role is to plan, organize, and manage staff and overall operations relative to network and server platforms to ensure the stable operation of the organization’s IT infrastructure.

Duties: This position will include, but is not limited to, the following tasks:

• Lead, manage, and provide guidance and direction to network administrators, network engineers, system administrators, and system engineers; conduct performance reviews and administer any required corrective actions.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Design and implement short-and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.
• Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration and end-user support.
• Participate in the development of ITIL-based strategies in collaboration with the PMO team.
• Assist with the planning and deployment of infrastructure security measures.
• Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent infrastructure activities.
• Practice IT asset management, including maintenance of component inventory and related documentation.
• Ensure policies, procedures, and practices are documented.
• Ensure maximum issue resolutions in minimum time correlating to customer service level agreements (SLAs).
• Rely on extensive experience and judgment to plan and accomplish goals.
• Lead and direct the work of others including highly technical personnel.
• Invoke problem escalation procedures to coordinate recovery.
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensure coordination among the team.
• Interface with NGB users of IT, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolve problem situations in a professional manner.
• Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Manage multiple high-priority initiatives in a fast-paced highly technical environment.
• Manage the operational staff including consultation on performance evaluations and promotions.
• Other duties as assigned.

Qualifications: Note: These are mandatory items that all candidates must have when making application for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• At start date, must posses IAT Level II certification in ACTIVE status:

o CCNA CySA GICSP

o GSEC Security CE CND

o SSCP

• Minimum 5 years’ experience managing network services for a similar network to that of the current ARNG NEC environment.
• Extensive leadership experience with teams of similar size. Able to command the respect of strong-willed technical personnel.
• Experience supporting customers and leading technical teams to resolve technical issues within classified and unclassified environments.
• Experience in overall customer/vendor management best practices.
• Support a fast-paced and agile learning environment.
• Proven capability to analyze trends and metrics, ensuring team adjustments to concur complex problems in a helpdesk environment while maintaining a positive customer experience.
• Extensive background in motivating staff to complete their tasks within SLAs or above SLA standards.
• Experience establishing and meeting goals for service improvement, collection of metrics, and reporting – results oriented.
• Demonstrate excellent communication skills, both verbal and written, within a military framework.
• Excellent interpersonal skills with the ability to work as part of a team.
• Be analytically inclined with attention to detail and accuracy and consistent follow-through to ensure problems are resolved with the ability to respond to last-minute requests.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD Secret clearance day one and prior to entry on duty.

Desired Qualifications and Skills: It is desirable that the candidate has the following qualifications:

• 1-3 years of experience with ITIL processes and procedures and ensuring process improvement.
• ITIL Foundation 4 certification.
• PMP certification.
• A relevant educational degree.
• IAT level III certification.
• Demonstrated experience with ServiceNow trouble ticket system.
• Proficiency in Microsoft Azure and Office products: Word, Excel, PowerPoint, SharePoint, Outlook, and Visio.
• Experience working with SharePoint document libraries and lists.