• Operations Center Lead

    Job Location US-VA-King George
    Posted Date 2 weeks ago(8/10/2018 10:08 AM)
    Job ID
    2018-1835
    # of Openings
    1
    Category
    Business and Financial Operations
  • Overview

    SCCI currently has an exciting opportunity for an experienced leading-edge Operations Center Lead to work in our King George, Virginia office near NSWCDD Dahlgren, VA. The best candidate will be energetic, innovative and creative.  The Ops Center Lead will manage all facets of an operations center.  In this capacity, the Lead shall act as the first and primary line of communication between user community and the support teams. The Operation Lead and their team will be empowered to provide technical and administrative support to systems engineering (SE) teams.  An SE team is defined as a group of individuals working together on a specific program or project, e.g., an Integrated Product Team (IPT), a collaborative development team, an Engineering Technical Review (ETR) team, or a Navy Review Team (NRT). These IT solutions will support a large user community including the Department of Navy, Department of Army, Department of the Air Force, Marine Corps, and Coast Guard.  If you are experienced in an interactive, dynamic, collaborative Operations Center environment and know how to have fun with your team, then we want to discuss this opportunity with you.  This position is in support of future work.

    Responsibilities

    The responsibilities of the Operations Center Lead include:

    • Provide primary line of communication between users and support teams. This includes working with the Integrated Warfare Systems Lab (IWSL) and Navy Enterprise Data Center (NEDC) Charleston. Operate all facets of this service.
    • Provide support to user requests for information and technical assistance via telephone, fax, e-mail, or in person. Diagnose, resolve technical connectivity, hardware, software, and procedural issues using all of the necessary resources.
    • Research questions and issues using available resources and advise users on appropriate actions.
    • Log and track all issues using common help desk software. Follow each issue through the process, document the resolution, and close the issue.
    • Manage all user requests for access to SharePoint, Web Applications, and engineering tools.
    • Administer account request activities such as addition and deletion of user accounts, verification, and validation of account creation and users.
    • Administer online account request systems which requires management of users, programs, applications, program approvers, Active Directory security groups, accounts and account metadata.
    • Work closely with the government and support teams to provide information necessary to aid in the maintenance, support, and performance tuning of all systems.
    • Provide data, metrics, and reports to inform the government of problems, trends, and issues.
    • Collaborate closely with network, system, and operations personnel to maintain system statuses, notify users of issues, and provide current policies and procedures to users.
    • Participate in documentation, test and training tasks, as a means of gaining knowledge/skills valuable to resolving trouble calls.
    • Implement and manage access controls to projects and data.
    • Manage and track user non-disclosure agreements (NDAs) and the resulting access controls.
    • Develop and maintain a process standard that identifies procedural, physical, and electronic means of safeguarding data against loss, corruption, and modification by unauthorized personnel that conforms to DoD security standards.

    Qualifications

    Essential Skills and Experience:

    • A Bachelor’s degree from an accredited college or university in an engineering, scientific, business, or technical discipline and Three (3) years’ experience in operating a PC-based and telephone-based Service Support Center or Seven (7) years of relevant technical experience in operating a PC-based and telephone-based Service Support Center.
    • IT level 1 (Top Secret Clearance or Secret with SSBI).
    • IAT Level II certification – Security + ce or equivalent.
    • Computing environment certification.
    • Five (5) years of experience with User Administration processes.
    • 2 years’ experience supervising a team.
    • 5 years’ experience with Microsoft Office and web-based products.
    • 2 years’ experience in developing processes to track customer satisfaction.
    • 2 years’ experience implementing internal IT and end user knowledge base training, content, run books and self-service tools.
    • 2 years’ experience in collaborating with multi-functional teams.
    • 3 years’ experience in monitoring, managing and prioritizing incident, service requests and call queues to meet Service Level Agreements, ensure equitable and efficient team workloads to support business goals.
    • 2 years’ experience in producing regular IT change requests and call volume metrics to ensure Service Levels are attained, improved.

     

    SCCI is committed to providing a comprehensive and competitive benefits package to meet the needs of employees and their families. EOE of Minorities, Females, Veterans, Disabilities.

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