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Network Operations Center Manager (Security Clearance required)

Company: Avid Technology Professionals, LLC
Location: Pensacola
Posted on: December 5, 2019

Job Description:

Essential Duties/Responsibilities:Under the guidance and management of the Director of Technical Services, the Network Operations Center (NOC) Manager ensures exceptional service for managed services customers and drives employee engagement for NOC/Service Desk staff members. He or she will coordinate the daily activities of NOC/Service Desk staff; orient, train, and mentor staff; monitor incident management queues; address client escalation issues; and interface with clients as needed. The NOC/Service Desk Manager is expected to be process oriented and accountable for the overall success of the Network Operation Center.Responsibilities also include: Manage NOC/Service Desk team consisting to 24 watch-standers Communicating policies, expectations, and feedback to NOC/Service Desk staff Facilitating a high-performance team environment and employee engagement Providing performance feedback and corrective action to direct staff Leading activities of NOC/Service Desk staff to diagnose and resolve client problems Guiding NOC/Service Desk staff on diagnosis of potential problems and resolutions. Fielding escalated customer issues and resolving or referring to specialized experts as needed Guiding and coordinating projects requiring scheduling Monitoring and reporting the status of tickets and tasks assigned to the NOC/Service Desk and ensuring items are coordinated, logged, tracked, and resolved appropriately. Providing input on process improvements and contributing to the technology road map for the strategic plan. Performing metrics trend analysis and reporting; guiding resultant process improvement. Contributing to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards. Providing guidance and training; may guide other staff Providing back-up duties to the NOC Government Lead Working support tickets as needed Evaluating and providing input regarding employee performance Conducting one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience Maintain NOC/Service Desk schedule for a 24x7 365 with TPI Other duties as assigned and required.MANDATORY SKILLS: Experience Requirements: Experience managing/supervising a NOC/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 practicesTechnical Skills/Competencies: Excellent computer proficiency (MS Office Word, Excel and Outlook) Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred. Familiarity with help desk ticketing systems (Altiris) required.Supervisory Skills/Competencies: Efficient delegation and task prioritization Ability to interview and select employees in accordance with company guidelines and 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 ariseEducation Requirements:8 years of experience with a Bachelors degree in STEM or a related field. 8 years of additional experience (for a total of 16 or more years) may be substituted for bachelors degree.Other Requirements: This position requires a Top Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment. Familiar with HP monitoring solutions preferred This position requires possible shift workAbout Avid--Technology Professionals--Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.--Employee BenefitsThe ATP Employee Benefits package includes:--A Supportive and Equitable Working Environment that is both Stimulating and ChallengingCompetitive Hourly SalaryUnique Employee Success Sharing Program that allows ATP employees to Share in Company's SuccessesAutomatic Approved Overtime (as long as contract permits)Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing ComponentCompany Medical Coverage Plans - HMO, Open Access, PPO plansCompany Dental Plan - widely accepted, comprehensive, and flexibleProgressive Overtime PolicyFlexible Spending Account benefitLucrative Referral Bonus PolicyHoliday Scheduling that Coincides with Government HolidaysRobust Professional Expenses & Training ProgramComputer AllowanceInternet AllowanceShort and Long Term DisabilityLife InsuranceOn TWITTER--http://ja.twitter.com/AvidTecPros

Keywords: Avid Technology Professionals, LLC, Pensacola , Network Operations Center Manager (Security Clearance required), Executive , Pensacola, Florida

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