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Network Monitoring-service desk pm ( R-00084273-OTHLOC-PL-2D2128 )

Customer Service

Customer Service

Yearly

No

Pensacola, Florida, United States

Description

Job Description:

We are seeking an industry Network Monitoring/Service Desk Program Manager to provide vision and oversight for the integration of government systems including disparate systems to provide an improved functionality and seamless operations. The successful candidate will provide senior technical leadership and coordination with the enterprise Security Operations Center (SOC) working in a 24x7 operational environment. This position requires daily interaction with management, security personnel at customer sites, and government personnel within other federal agencies. Applicant must be a positive, flexible, self-starter requiring minimal direct supervision, and able to excel as a leader in the fast-paced cybersecurity environment. Exceptional management, communication and interpersonal skills are a necessity; including the ability to effectively communicate via written and verbal media. The NOC Manager is responsible for providing technical oversite and managing the scheduling of SOC activities and advancing the state of analysis with techniques and tools.

Primary Responsibilities

•The Network Monitoring / Service Desk Program Manager will be responsible to establish and promote best practices throughout the technical support process

•This position will be in the National Capital Region or Pensacola, Fl

•Provide practical solutions to complex network management engineering problems

•Provide expert setup, configuration, support, troubleshooting, usage guidance, and training to our engineering staff for supported tools and infrastructure

•Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services

•Ensure compliance with security procedures for data handling

•Participate in planning sessions for process improvement

•Provide recommendations to the Government on issues/problems identified and reported in trend analysis

•Utilize monitoring, performance analysis, network management, software and hardware equipment to troubleshoot and isolate problems, gauge network performance, and trace data and protocol activity

•Develop and execute contingency plans for network software and hardware failures including isolated and major outages

•Track and analyze trends in Service Desk requests and generate statistical reports

•Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency

Basic Qualifications

  • 10+ years of leadership experience managing NOC Teams
  • Bachelor degree in technical fields with 8+ years of prior relevant experience or Master degree in technical field with 6+ years of prior relevant experience
  • Experienced with securing at least one of the following cloud service provider types: Infrastructure as a Service (IaaS), Software a Service (SaaS), and Platfo1m as a Service (PaaS)
  • Self-motivated and focused on delivering outcomes; ability to work independently and collaborate with large teams
  • A minimum of ten years strong domain knowledge and expertise managing enterprise-level IT Service Desk support consisting of multiple Tiers and providing monitoring and sustainment support from SW inception to deployment
  • Demonstrated experience using a variety of network monitoring tools
  • Demonstrated experience ensuring service support is timely, accurate and meets service levels daily
  • Extensive project management experience managing operational and maintenance support with minimum of 20-30 FTEs
  • Information Technology Infrastructure Library (ITIL) Certification, Intermediate certification with Service Operations Module Certifications
  • Ability to multi-task with numerous actives running concurrently
  • Proven experience working closely with management and technical teams on understanding the overall direction/scope of various projects and translate those into effective processes and artifacts
  • Understanding of software development lifecycle methodologies and practices
  • Experience with development, maintenance, and ongoing actions related to continuous integration, automation, and development of network tools
  • Prior experience in overseeing development and dissemination of information for trend analysis and documentation
  • An active TS/SCI security clearance

Preferred Qualifications

  • Knowledgeable of emerging technologies and state-of-the-art Cyber tool or applications
  • Experienced with developing/integrating cybersecurity designs for systems and networks
  • Demonstrated experience ensuring service support is timely, accurate and meets service levels daily

Pay Range:Pay Range $90,350.00 - $139,000.00 - $187,650.00