Classified Network Operations Center Supervisor

1 day ago

Maryland City, Maryland, United States The Johns Hopkins University Applied Physics Laboratory Full time
Job Title: Classified Network Operations Center Supervisor

Are you a seasoned IT professional with a passion for leading high-performing teams in a dynamic and classified environment? Do you have a strong background in technical operations and service delivery, with a proven track record of success in managing complex IT systems and teams? If so, we invite you to apply for the Classified Network Operations Center Supervisor position at The Johns Hopkins University Applied Physics Laboratory.

Job Summary:

The Classified Network Operations Center Supervisor will be responsible for leading a team of technical professionals in the operation and maintenance of classified network systems and infrastructure. This includes providing technical leadership and direction, fostering a positive work environment, analyzing operational metrics, and managing process improvements. The ideal candidate will have a strong understanding of DoD classified environments, including STIGs, RMF, IAVMs, and patching, as well as experience with classified video teleconferencing systems.

Key Responsibilities:
  • Provide technical leadership and direction for staff providing enterprise-level call center support for classified infrastructure.
  • Foster a positive work environment in collaboration with the management team.
  • Analyze operational metrics and manage process improvements.
  • Manage all aspects of team leadership, including interviewing, hiring, mentoring, evaluating, and performance.
  • Collaborate with all levels of staff and leadership both throughout entire organization.
  • Independently research, analyze, diagnose, and resolve issues with classified systems, including computer hardware, software, peripheral equipment, and networks, using documented and standard methodologies.
  • Manage staff that maintain daily operations of CVTC services.
  • Develop and maintain documentation, including ticket creation, process improvements, and knowledge base articles. Create, maintain, and review SLAs and SOPs to enhance overall services.
  • Ensure systems align with classified environment requirements, assist with system upgrades, software and hardware deployments, and patch maintenance. Participate in IT projects and initiatives within the classified space.
  • Ensure timely configuration and deployment of new workstations, printers, and zero clients, while maintaining compliance requirements.
  • Exhibit excellent written and verbal communication skills, with the ability to present technical details to a diverse audience.
Qualifications:
  • Bachelor's Degree in an IT-related field, or equivalent relevant experience.
  • 6 years of IT Operations and Service Delivery experience, with at least 5+ years in management/supervisory roles in IT, leading, training, coaching, and mentoring highly technical teams in a fast-paced environment with multiple high priorities.
  • 5+ years of experience in DoD classified environments, with a solid understanding of DoD STIGs, RMF, IAVMs, patching, etc., and a proven track record of passing DoD and other agency inspections.
  • Minimum of 3 years of experience with Classified Video Teleconferencing systems or related technology.
  • Strong leadership, strategy, organization, and planning skills, with the ability to establish relationships and interact effectively with all levels of staff and management.
  • Exemplary work ethic and a commitment to superior standards of excellence.
  • Experience in developing and maintaining SLAs, SOPs, process improvements, and supporting documentation.
  • Ability to manage multiple high-priority tasks across varying duties and projects simultaneously.
  • Current industry certification aligned to DoD Manual M for IAT II.
  • Active Secret security clearance, with the ability to obtain a Top-Secret security clearance. (U.S. citizenship required.)
Why Work at APL?

The Johns Hopkins University Applied Physics Laboratory is a world-class research and development organization that brings together talented individuals from diverse backgrounds to tackle complex challenges. We offer a vibrant, innovation ecosystem where you can feel safe to share ideas and continue to grow personally and professionally. Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL's campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at https://www.jhuapl.edu/careers.

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