Operational Support Lead

Job Description

ECS is seeking a Operational Support Lead to work in our Coronado, CA office. Please Note: This position is contingent upon contract award.

We are seeking a highly skilled Operations Support Lead to work with and manage a team of customer support representatives across a Family of Systems (FoS). The ideal candidate will have extensive experience working with Microsoft Windows, relational databases, and SQL, as well as experience in military Aviation, Operations, or Maintenance. The successful candidate will provide broad, in-depth support to Naval Aviation Units, Type Wing Staffs, aircraft carriers, and TYCOMs.

• Ensure Customer Support Representative (CSR) team has all necessary information needed to provide technical support to end-users of the organization's products
• Work alongside the CSRs and will be responsible for installation and implementation to ensure client expectations are met
• Strong teamwork and communications skills
• Be responsible for the flow of knowledge and actions between the Program Manager, and other CSR and project team members
• Support and manage the life cycle of the project from end-to-end
• Work directly with the Program Managers for each FoS to meet program requirements and objectives
• Provide comprehensive remote or in-person application support, system diagnostics, and repair or network connectivity
• Respond rapidly to customer issues via Flank Speed, email, telephone, and in-person visit/support
• Troubleshoot and develop technical solutions to software and setup errors. Create work-around procedures when standard procedures have failed and ensure issues are resolved in a timely fashion
• Escalate urgent problems requiring more in-depth knowledge/technical access to appropriate internal resources
• Manage the installation and support for their respective applications in both classified and unclassified environments
• User Training - Deliver recurring, classroom-style training as well as informal, on-the-spot training to end users regarding configuration, operation, and data analysis of their respective applications. Generate training material.
• Provide personnel with the database management, development, and implementation of application-specific features such as flight schedules, reports, readiness matrix, and training syllabi.
• Requirements Management - Follow strict Capability Maturity Model Integration processes for requirements management.
• Reports Generation - Use Structured Query Language (SQL) and other internal tools to create canned and ad-hoc reports per user requests. Instruct users in the building of ad-hoc reports as desired.
• Ship Alteration Support - Ability to work in an industrial shipyard environment to conduct shipboard installation, configuration, testing, training, and troubleshooting of the enterprise applications.
• Support the Ship Alteration process. Coordinate with RMMCO personnel and all other supporting agencies in the execution of system upgrades, refreshes, and initial installations.
• For LMS: Provide technical support to third-party courseware vendors to include remote virtual LMS Test instance support, SCORM, and LMS format (manifest) courseware compliance and production courseware loading support.

Salary Range: $90,000 - $100,000

General Description of Benefits

Required Skills

• 8+ years' experience using Microsoft Windows, Chrome, and Edge browsers and Microsoft Office products
• 8+ years' experience working with relational databases and SQL
• 5+ years' experience using Windows Internet Information Services (IIS)
• 8+ years' demonstrated experience in military Aviation, Operations, or Maintenance, including 5 years dealing directly with operational squadrons, training squadrons, military SYSCOMs, or Staff commands
• 8+ years' demonstrated experience translating naval aviation user and product owner inputs into definable data/system change and support requirements
• 8+ years' experience with daily system administration of Windows servers and client laptops, including:
  • Installation, configuration, backup management, hardware/software troubleshooting, and the deployment and replication of applications
• 5+ years' experience, of which at least 3 years' specialized experience, including:
  • System administration of Windows servers and client laptops
  • Knowledge of PC operating systems, e.g., Windows, as well as networking and internet information services
  • Knowledge of aviation or carrier training operations (as applicable), Windows and SQL Server systems, and relevant shipboard networking standards
  • Naval aviation operations, DoD cybersecurity mandates, and IAVA implementation and management

Desired Skills

• Microsoft Windows, Chrome, and Edge browsers
• Microsoft Office products
• Relational databases and SQL
• Windows Internet Information Services (IIS)
• System administration of Windows servers and client laptops
• Installation, configuration, backup management, hardware/software troubleshooting, and the deployment and replication of applications
• Knowledge of PC operating systems, e.g., Windows, as well as networking and internet information services
• Knowledge of aviation or carrier training operations (as applicable), Windows and SQL Server systems, and relevant shipboard networking standards

Desired Certifications:

• Computer certification a plus but not required
• Preferred certifications include, but are not limited to:
  • CompTIA A+
  • Network +
  • Server +
  • Microsoft MCSE, MCSA, MCDST, Azure Administrator/Security Eng.

Desired Education:

• Bachelor's degree is preferred but not required for candidates with extensive specialized experience
• IAT/IAM Level II certification is required for all CSRs supporting ACTS/SHARP LMS

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.