Duties / Responsibilities: • 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. Basic Required Qualifications and Skills: • At start date, must posses IAT Level II certification in ACTIVE status
• 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.
• A relevant educational degree. • 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.