Classified IT Server Operations Supervisor
Johns Hopkins Applied Physics Laboratory (APL)
- Laurel, MD
- Permanent
- Full-time
- Lead and mentor a highly-technical section of professionals delivering IT services on multiple collateral and DoD classified networks supporting several hundred systems and several thousand users.
- Handle the daily operations of the team to ensure timely delivery of services, including metric reporting and service availability. Duties will include: service management, ensuring high quality service delivery to customers, operational performance, and collaborating with technical IT support teams across the department to complete projects and address operational issues.
- Recruit, develop, mentor and complete staff performance management, to facilitate their continued professional growth in the core technical areas of the section. Work with staff to set expectations and hold them accountable.
- Support simultaneous client projects in multiple IT domains. Lead project work streams, and work with the team to develop high-quality solutions in a fast-paced environment. Apply strong change and configuration management control methodologies, and detailed documentation procedures.
- Work closely with the Classified Enterprise Services leadership team to develop and implement group and departmental projects, strategy and objectives. Work to foster a positive work environment and sustain a culture of excellence. Lead and collaborate on initiatives, as required, especially in support of innovation and collaboration at the Applied Physics Laboratory.
- Focus on processes to mitigate business risk and service disruption or failure, deliver efficient services that meet customer needs, support business change while maintaining a stable service environment, and innovate by driving the implementation of systems for handling demand for services.
- Apply IT service management tools to efficiently achieve timely problem and incident resolution, investigation, and service restoration. Proactively monitor systems and trends to limit the occurrence of incidents, problems, and errors, and improve overall system performance. Use tools to establish metrics and Key Performance Indicators to gauge the team’s efficiency providing services, and derive activities and actions to increase performance.
- A BS degree in Computer Science, Management Information Systems, Computer Information Systems, Information Assurance, or equivalent experience
- 5+ years management/supervisory roles in IT leading and mentoring highly technical teams in fast pace environment with multiple high priorities.
- 7+ years of experience directly interfacing and engaging clients, customers, and stakeholders to work through IT requirements and service issues
- 5+ years of experience working in DoD classified environments, including solid grasp of DoD STIGS, RMF, IAVMs, patching, etc. with a consistent track record of successfully passing DoD and other agency inspections.
- 8+ years of IT Operations and Service Delivery experience or related field, to include working with Red Hat Linux, Microsoft Active Directory, Exchange and SharePoint, VMware virtual servers and VDI, Security and Compliance tools.
- 5+ years of experience working within an Information Technology Service Management framework (ITIL preferred)
- A consistent track record documenting and maintaining operational procedures and ensure accurate outage and change controls procedures are consistently followed.
- Experience establishing and handling SLA's, reporting metrics, and KPIs using ITSM software/system
- Ability to operate effectively in a high pressure, high-tempo, dynamic environment, demonstrating the ability to lead multiple projects, adjust quickly to shifting priorities, solve sophisticated problems, and deal with a variety of options in multi-layered situations
- Excellent oral and written communication skills, including articulating and communicating highly technical information in a comprehensible manner to all levels of management and staff
- An industry system or operational certification (e.g., Microsoft Certified Professional) as well as a current industry certification aligned to current DoD Manual requirements (i.e., 8570, 01-M for IAT II) or can attain within 6 months of hire
- Hold an active Secret level security clearance by your start date and can ultimately obtain Top Secret level clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.
- Ability to implement and handle an Information Technology Service Management framework for IT operations
- Ability to lead the development of technical requirements, project plans, proposals, tracking, and reporting, especially in the area of automating processes and solutions
- Experience managing IT Operations in an DOD environment including partnering with DISA
- Direct experience embedding security into IT operations, to include vulnerability management, supporting IT accreditation processes, network security configuration best practices, incident handling, and operational orders implementation and response
- Hold an active Top-Secret SCI w/poly security clearance.
- ITIL certification or equivalent
Minimum Rate$105,000 AnnuallyMaximum Rate$265,000 Annually