Job Number: R0059056
Service Center Manager
Provide operations and maintenance (O&M) support for enterprise IT including, systems administration, database administration and support, infrastructure management, applications support, network administration, security operations, monitoring and proactive management of the IT environment, and customer support via the service center. Support IT service operations 24 hours per day, seven days per week, 365 days per year inclusive of Federal holidays and inclement weather closures for all tasks supporting the operations and maintenance section. Ensure all work being performed has approved OpenNet connectivity and provide Tier I, Tier II, and selected Tier III technical support to users with related incidents, problems, and service requests. Collaborate across task areas to ensure the IT environment remains highly available. Comply with all relevant regulations, policies, acts and mandates, and standard procedures. Utilize scalable processes and techniques that allow for surges in activities, varying product priorities, and provide standards based best practices approach to providing services. Follow software development life cycle (SDLC), DOS managing state projects methodology, and project management institutes (PMI) guide to project management body of knowledge (PMBOK).
-7 year of experience supporting a 24/7, 365 days service center
-Knowledge of NIST SP 800-53 and 800-171 processes
-Top Secret clearance
-BA or BS degree
-ISO 2000-2001 Certification
-CMMI-DEV Level III Certification
-ITIL v3 Certification
-Experience in a help desk role
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Top Secret clearance is required.
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