Classified Network Operations Center Supervisor

3 days ago

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

We are seeking a highly skilled and experienced Classified Network Operations Center Supervisor to lead our team in providing exceptional customer service in a dynamic and diverse classified environment.

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.)

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