Job Information
BCMC System Operations (SysOps) Service Desk (SOSD) Deputy Manager in Arlington, Virginia
BCMC is supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats.
We are seeking a System Operations (SysOps) Service Desk (SOSD) Deputy Manager who reports to the Director of Technical Services. The SOSD Manager is expected to be process oriented and accountable for the overall success of the SysOps Service Desk.
Responsibilities Include:
Manage SOSD team consisting of up to 24 watch-standers
Communicate policies, expectations, and feedback to SOSD staff
Facilitate a high-performance team environment and employee engagement
Provide performance feedback and corrective action to direct staff
Lead activities of SOSD staff to diagnose and resolve client problems
Guide SOSD staff on diagnosis of potential problems and resolutions
Field escalated customer issues and resolve or refer to specialized experts as needed
Guide and coordinate projects requiring scheduling
Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.
Provide input on process improvements and contribute to the technology road map for the strategic plan
Perform metrics trend analysis and reporting, guide resultant process improvement.
Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
Provide guidance and training; may guide other staff
Provide back-up duties to the SOSD Government Lead
Work support tickets as needed
Evaluate and provide input regarding employee performance
Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
Maintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)
Other duties as assigned and required.
Required Skills:
Must be a US Citizen
Must have an active Secret clearance and be able to obtain a TS/SCI clearance
Must be able to obtain DHS Suitability
8+ years of applicable, hands-on experience
Experience managing/supervising a Service Desk environment
Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
Must be able to manage multiple priorities in an efficient manner
Understanding of general help desk procedures, company processes, etc.
Ability to design and implement effective policies to achieve consistent team results.
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Desired Skills:
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
Efficient delegation and task prioritization
Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
Ability to coordinate and facilitate staff training
Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
Ability to manage and resolve conflicts as they arise
Desired Certifications: ITIL certification
Required Education: Bachelor’s degree in related field. HS Diploma with 22 years of directly relevant experience.
Our Company Overview:
Business Computers Management Consulting Group, LLC (BCMC) is a small business specializing in Information Technology (IT), Cybersecurity, Information Assurance (IA), SOA, Big Data Management, Program Management, and more for Federal, State, and Local agencies. We possess highly skilled engineers, providing innovative solutions backed by strong past performances. We are ISO 9001:2015, ISO 27001:2013, 20000:2018, and CMMI L3 certified and registered promising highest quality and services to all of our clients.
Benefits
Extremely competitive salary
95% employer paid for employee medical, dental, & vison coverages
100% employer paid for employee life, STD & LTD disability coverages
401k with company match and profit sharing
Flexible Spending Account (FSA) for dependent & health care
11 standard holidays & 3 weeks of annual leave
DOM 3301
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