Program Associate I - NOC/SOC Manager

Job Title

Position Title: Program Associate I, NOC/SOC Support Manager

Location: Support Services Building, 1425 E. Warren Avenue, Detroit, MI 48207

Salary Range: $70,398 - $93,312

Reports to: Enterprise Architect

Bargaining Unit: OSAS

Benefits Eligible: Yes

Telecommuting Eligibility: Eligible for telecommuting up to 20% (one day per week)

In accordance with the Agreement between Organization of School Administrators and Supervisors (OSAS) and the Board of Education of the School District of the City of Detroit, the following vacancy is announced.

Position Summary:

As a critical member of the DPSCD's Technology Infrastructure Team, the Program Associate I-NOC/SOC Support Manager will be responsible for enterprise level technical operations for the department. The Program Associate I-NOC/SOC Support Manager will act as the primary technical support agent responding to Tier 2/3 technology infrastructure issues and serves as the primary interface between the enterprise engineers responsible for the key components of the Technology Infrastructure and the department's vendors, contractors, partners, and district staff. This role will also assist in the design and implementation of IT security systems to protect the organization's computer networks from cyber threats, including the development and implementation of best practices and training districtwide. The ideal candidate for this role will be customer focused, highly organized with great written and oral communication skills and hands-on network and security experience.

Minimum Qualifications:

• Bachelor's degree preferably with a concentration in the Information Technology field (e.g., Computer Science, Information Sciences, Information Systems), and/or equivalent technical experience in a related field.

• Certifications preferably in Network and/or Security .

• A minimum of five (5) years of experience in advanced technical support.

• A minimum of three (3) years of proven experience in troubleshooting network system issues.

• Working knowledge of hardware/software, network analyzers, and network monitoring tools.

• Ability to identify and mitigate network vulnerabilities.

• Knowledge of firewalls, antivirus and IDPS concepts.

• Experience with Microsoft O365 Suite Administration preferable.

• Understands vulnerability management and patch management.

• Experience in installing security software and documenting security issues.

• Strong interpersonal, verbal, and written communication skills with the ability to convey technical information to a non-technical audience and a focus on customer care.

• Organizational skills to collect and report on data, conduct analyses, and propose recommendations for improvements; experience using MS PowerBI a plus.

• Demonstrated analytical, problem-solving, and decision-making skills.

• Ability to lead change management processes that involve supporting and influencing the facilitation of best practices.

• Self-motivated with the ability to work in a fast-moving environment.

Essential Functions:

The successful candidate for this role should have a broad applied knowledge of IT operations and logistics in an enterprise environment.

• Assist with the development and implementation of the department goals and objectives and key results; monitors and reports measurable outcomes to support the District's strategic plan.

• Act as the primary technical support agent in the Service Operations Center responding to Tier 2/Tier3 network issues, monitoring and routing service desk tickets and managing updates to the ITSM knowledgebase.

• Support operations and maintenance activities, including remote monitoring and management system, respond to alerts, monitor system health, and seek improvement/resolutions.

• Collaborate with the network engineers to monitor, analyze, communicate, and resolve network issues to ensure high level delivery of service and achievement of department OKRs.

• Monitor, document and report cybersecurity events and incidents for analysis and continuous improvement to system safety and security.

• Lead phishing campaign activities including reporting and remediation training.

• Maintain service operations center facilities management functions and coordinate with vendors to perform preventative maintenance and emergency repairs.

• Provide clear communication and documentation of events, processes, procedures, and configuration details. Communicate and monitor compliance with change management practices.

• Provide sound judgment for solving complex technical issues. Including effectively communicating the problem to management with recommendations for action to resolve the issue.

• Identify and document key policies, procedures, and governance for enterprise systems operations.

• Assist engineers to perform systems performance assessments and security audits.

• Prepare and deliver high quality data displays, reports, and presentations for review and analysis by District stakeholders.

• Build and maintain effective relationships across the District and with all District stakeholders.

• Perform other duties as assigned by supervisor.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application:

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at recruitment@detroitk12.org or phone at (313) 873-6897.

DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377 or detroitk12.org/compliance.