System Operations Service Desk

2 weeks ago

Pensacola, United States Nightwing Full time

Date Posted:

2024-09-12

Country:

United States of America

Location:

FL807: 640 Roberts Ave, Pensacola FL 640 Roberts Avenue Corry Station, Pensacola, FL, 32511 USA

Position Role Type:

Hybrid

You have been redirected to RTX’s career page as we have recently transitioned from RTX to become a standalone company, which provides us with greater autonomy and opportunities for growth. As a prospective employee of Nightwing, you’ll have the chance to contribute to our continued success and shape the future of our cybersecurity, intelligence, and services offerings.

NightWing 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. NightWing is seeking a System Operations (SysOps) Service Desk (SOSD) 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:

Supports and leads Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problems.

Provides support for the escalation and communication of status to agency management and internal customers.

Observes, analyzes and reports data; and when appropriate makes necessary repairs to equipment.

Utilizes various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks. This position requires shift work

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 Top-Secret clearance and be able to obtain a TS/SCI clearance

Must be able to obtain DHS Suitability

5+ 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

Required Education:

Must have 5+ years of applicable work experience with a BS degree, or 11+ years of applicable work experience at the minimum in lieu of a BS degree can be substituted.

Desired Certifications:

ITIL, SAFe, PMP

DOD 8570.1-M IAM Level III

Syndeo: 3371

Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation’s most mission impactful initiatives.
When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world’s most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.

At Nightwing, we value collaboration and teamwork. You’ll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we’ll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.

#CISJobs

The salary range for this role is 77,000 USD - 163,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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