End User Technology Operations Lead

6 days ago

Washington, Washington, D.C., United States General Dynamics Information Technology Full time

Job Summary:

We are seeking an experienced IT Support Manager to join our team at General Dynamics Information Technology. The successful candidate will be responsible for managing and leading the support of incident management related to IT failures of Unified Endpoint Management (UEM) platforms, provisioning technologies, and endpoint security platforms.

Key Responsibilities:

  • Manage and lead the support of incident management related to IT failures of UEM platforms, provisioning technologies, and endpoint security platforms.
  • Oversee the troubleshooting of complex issues and provide incident resolution for all related incidents requiring escalated support or subject matter expertise.
  • Provide supervision and direction as needed to support staff.
  • Use enterprise operation platforms, operational dashboards, and other collaborative tools to report on and manage tickets and performance.
  • Work to ensure Service Level Agreements (SLA), timelines, and milestones are met to customer satisfaction.
  • Responsible for providing oversight IT testing operations, including DEV/QA for patch cycles, software deployments, feature deployments, etc.
  • Work with and provide oversight of Knowledge Management team to generate process, procedure, and other communications for End User Technology (EUT) and Service Desk.
  • Deliver consistent feedback, coaching, and career growth support to End User Technology Specialists.

Requirements:

  • Must have a minimum of 10 years' experience, 5 years in providing IT support, and 5 years managing IT Support teams of 25+.
  • ITIL v3 or v4 Foundations can substitute for 1 year of leadership experience, ITIL Service Operations Intermediate Certification can substitute for 2 years of leadership experience.
  • Must have in-depth experience managing a team of UEM Engineers and Administrators in the area of incident management for IT failures within end-user computing.
  • Must have experience and knowledge of a broad range of IT technologies and concepts, such as Intune and Jamf, Service Now, device provisioning, Autopilot, Software Asset Management (SAM), Unified Endpoint Management (UEM), Microsoft 365, endpoint security platforms, automation platforms, etc.
  • Must have experience supporting IT operations and troubleshooting technical issues.
  • Demonstrated experience in evaluating, testing, and documenting Commercial Off-The-Shelf (COTS) software and hardware products and solutions, including development and engineering tools.
  • Excellent time-management and organizational skills.
  • Excellent written and oral communication skills.
  • Experience maintaining technical data and documentation.
  • Automation mindset.

Preferred Certifications:

  • Experience working within Federal Government environments.
  • A Microsoft Certification or equivalent technical certification.

Additional Information:

The salary range for this position is $140,250 - $189,750. This is not a guarantee of compensation or salary, but rather a range based on experience, geographic location, and contractual requirements.

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