IT Support Manager - TS/SCI required

About the role

This is an exciting opportunity to manage a 24/7 IT support operation and lead and manage a team of Linux Systems Administrators. Prior experience in this type of role is required as well as experience with AWS. Active TS/SCI Required.

Primary Responsibilities

• Manage daily IT support operations, ensuring 24/7 coverage
• Lead and manage a team of Linux System Administrators, defining team goals and mentoring staff to exceed performance expectations while being held accountable for overall team performance
• Monitor ticket volume and IT support performance metrics, analyze trends in user support requests, and generate reports for program and customer management
• Identify areas for improvement and implement strategies to enhance service quality and user satisfaction
• Define team goals and lead staff to achieve desired results while being held accountable for team performance
• Cook up resources during escalated off-hour issues
• Oversee the development, implementation, and administration of IT support staff training procedures and policies
• Develop partnerships with cross-functional teams to improve and shape how the Technical IT Support team will hand off work, partner on strategic initiatives, and improve customer experience
• Communicate with senior-level clients as needed

Basic Qualifications

• Bachelor's degree and 8-10 years of prior relevant experience, or Master's degree with 6-8 years of prior relevant experience
• Minimum three (3) years' experience maintaining cloud services to include at a minimum Amazon Web Services (AWS)
• Minimum three years' experience serving in a Systems Engineer role showcasing understanding of system architecture, design, and root cause analysis
• Demonstrated minimum three (3) years of experience managing a team that demonstrated the ability to maintain high operational availability of a web-based application
• Demonstrated two (2) years of experience managing a Tier 2 IT Support function, including experience briefing leadership at the senior/executive level, government or commercial
• Demonstrated ability to consolidate monthly metrics into slides that will be presented to all levels of program and customer management
• Active Security+ certification or ability to obtain one prior to starting
• Active TS/SCI clearance and ability to be approved for Poly

Preferred Qualifications

• Oracle IdAM productions
• Linux/UNIX Experience
• LDPs
• PKI, OAuth, SAML and OIDC Authentication