IT Support Operations Supervisor

1 week ago

Bethesda Maryland, United States NetImpact Strategies Full time

Job Overview:
We are seeking a dedicated IT Support Operations Supervisor to enhance our IT service delivery. In this role, you will guide a team focused on providing outstanding onsite and remote assistance, utilizing advanced AI technologies to improve user interactions. Your key duties will include maintaining service availability during critical periods, facilitating training initiatives, and overseeing operating system image management.

Strong leadership abilities, technical proficiency, and a dedication to delivering exceptional IT services in line with industry standards are crucial for this position.


Key Responsibilities:
Oversee IT support operations for a user base of approximately 270, managing around 300 service requests monthly through various communication channels.


Develop and sustain a proactive ITIL-based support framework to deliver exceptional personalized assistance both onsite and remotely, employing AI-enhanced tools to improve staff experience.


Improve response and resolution times to ensure high user satisfaction and reduce downtime, utilizing Generative AI for trend analysis.

Streamline user account management processes for creation, modification, and deletion to ensure secure system access and minimize administrative burdens.


Manage and innovate the enterprise Mobile Device Management (MDM) system for Apple iOS devices, ensuring timely software updates and robust security measures.


Deliver comprehensive technical and security support, including firewall oversight, IP address management, configuration control, incident response, and application vulnerability assessments.


Ensure adequate IT support staffing during business hours and provide on-call technical assistance for urgent server issues outside of regular hours.

Conduct thorough incident and root cause analyses for system failures, compiling detailed reports with corrective action recommendations.

Maintain precise equipment and software inventories using asset management tools.

Create and update infrastructure documentation, including Standard Operating Procedures (SOPs), System Design documents, and maintenance protocols for Security Assessments.

Research and implement cloud-based infrastructure solutions, manage firewall settings, oversee Network Access Control (NAC), and automate security certificate management.


Execute automated patch management, handle account management for eRA and ImpacII systems, and deploy AI-driven solutions for proactive support.

Produce detailed technical documentation for various artifacts, ensuring compliance with standards and regulatory requirements.


Facilitate regular training sessions on essential applications and emerging technologies relevant to staff, utilizing advanced tools for content delivery and feedback.

Ensure support continuity during remote operations and critical meetings through AI-optimized remote desktop solutions, adjusting service priorities as needed.


Develop, manage, and deploy Operating System images for Windows and Macintosh systems, ensuring adherence to configuration standards and quarterly updates.


Qualifications:
Required

Bachelor's degree in Computer Science, Information Technology, or a related discipline.

6+ years of experience in IT support or a related field.

Windows Operating System Certification.

Mac Operating System Certification.

Ability to obtain Certified Site Reliability Engineering (SRE) Practitioner certification within 60 days of employment.

Experience with a range of hardware including but not limited to: HP and Mac Desktops, Dell Laptops, Lenovo Laptops, MacBook Pro, iOS Devices, Printers, MacBook Air.

Proficiency in managing and supporting various COTS software, including but not limited to: MS SharePoint 2019 (SharePoint Online), MS Office 365, Teams, OneDrive, Adobe Acrobat Pro DC, Adobe Photoshop, Adobe Creation Tools, MS Visio Professional 365, MS Windows 10/11 Pro, MS Project Professional 365, Cisco AnyConnect VPN Client, Power Platform, Zoom.

Strong leadership skills with experience in managing a service desk team.

Excellent communication and interpersonal skills to effectively engage with users and team members.

Problem-solving capabilities to troubleshoot complex IT challenges and deliver timely solutions.

Familiarity with the ITIL framework and best practices in service desk operations.

Experience managing service desk functions, including incident management, problem management, change management, and service request fulfillment.

Experience with AI-driven tools to enhance service desk operations and user experience.

Preferred

Experience in the Federal Consulting Industry is preferred.

About Us:
NetImpact Strategies Inc. is a trusted advisor driving impactful digital transformation for the Federal Government. We tackle complex challenges with innovation and agility to foster meaningful, transformative, and lasting change.

As trusted partners, we collaborate with customer agencies to deliver solutions that empower them to achieve their missions and realize their strategic visions through agile, outcome-focused approaches addressing both strategic and tactical needs.

We design and implement comprehensive, tailored solutions that respect the client's culture and organizational dynamics.

NetImpact's core values and commitment to customer-focused delivery have fueled our growth and enabled us to provide significant value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

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