Availability Manager, Level 1

Key Responsibilities

• Supervise 24x7 operations center staff and ensure effective identification, prioritization, and resolution of operational issues
• Lead incident response during critical outages, coordinate technical resources, and drive rapid resolution
• Ensure timely communication of major incidents to management and customer points of contact
• Implement core business processes and support process improvement initiatives
• Identify operational or process improvements and drive successful implementation
• Evaluate employee performance and provide coaching and mentoring to technical staff
• Address performance issues and provide recommendations regarding personnel actions as needed
• Prepare daily reports covering incidents, changes, problem tickets, and SLA status
• Develop summary reports for major incidents occurring during assigned shifts
• Prepare and manage staff schedules to maintain continuous coverage in a 24x7 environment
• Communicate effectively with frontline technicians, management, and customer stakeholders

Required Skills And Qualifications

• Three (3) years of related experience
• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment
• Strong troubleshooting skills in networking and desktop support
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent
• Strong time management, communication, interpersonal, and presentation skills
• Demonstrated leadership skills and experience developing high-performing teams
• Ability to work effectively in a fast-paced, mission-critical environment with shifting priorities
• Ability to provide on-call support or work non-standard hours as needed
• Must be available to work one of the required schedules: Tuesday–Saturday, 2:00 PM–10:00 PM; OR Wednesday–Saturday, with assigned hours between 12:00 PM and 12:00 AM

Preferred Qualifications

• Experience with enterprise management and monitoring tools such as HP OpenView, SolarWinds, or Splunk
• Bachelor’s degree in Engineering from an accredited college or university is desired
• Four (4) additional years of relevant Network Engineering experience may be substituted for a bachelor’s degree

Clearance Requirement

Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Why Choose Independent Software

• Our people are the mission
• We make sure our team has the tools and support to grow, succeed, and thrive
• We support critical national security missions that matter
• We expand your skills through ongoing training, mentorship, and career development
• We offer competitive compensation, generous benefits, and work-life balance

Application Information

Ready to take the next step in your career? Join us and be part of something bigger. Apply today. We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.