IT Supervisor - Night Shift

Deputy Shift Supervisor Night Shift

Gridiron IT is seeking a Deputy Shift Supervisor to work Night Shift in Reston, VA. You will assist the Shift Supervisor to help facilitate Operations through queue management, incident resolution, and escalation management (personnel and performance issues). These responsibilities are in addition to Escort and WADE Operator roles.

• Queue Management / Incident Resolution: Provide Fairfax Operations management of
• SSM queue and personnel management
• Serve as the Primary Point of Contact (POC) for IcMs on assigned shift
• Manage IcM queue with SWA management team
• Escort Anchor: Support responsibilities as needed based on leads availability as detailed in Responsibilities section below
• Incident Management: Serve as an escalation path point of contact for internal and client-facing incidents, including but not limited to after shift hours support
• Escalation Management: Personnel management and issue escalation to drive improvements in Operator performance
• Recommend documentation/Knowledge Base updates to improve operations
• Document personnel or performance issues in program event record tracker
• Escalate concerns/incidents to other Leads for awareness ?

Responsibilities

• Participate in/lead meetings based on schedule
• Daily Shift Supervisor Handoff
• Daily Operations Shift Handoff
• Escort Anchor responsibilities
• Assist the Shift Supervisor to facilitate Escort Handoff Calls
• Report total # of escorts during shift, gather number from the "Completed JIT Requests" in SSM
• Report # of unhandled requests and environmental data that led them to be unhandled. (e.g. A large influx of requests, Excessive call-outs, SSM issues)
• Report # of security incidents and discuss any circumstances that led to the incident
• Report environment events such as Jump Box patches/tool outages
• Provide updates to the next anchor to relay information to upcoming shifts
• Support Escort Operations workflow through the following:
• Monitor the General Teams chat to assist escort operator questions/concerns
• Manage Unhandled queue (in coordination with the Shift Supervisor and Incident Response Leads)
• Moving requests from Pending to Unhandled in under 15 minutes. (Click "Reschedule" around 13 minutes if it seems no operators or shared will be available to service request)
• Informing developers when they are moved to the unhandled queue without being serviced. "Rescheduled" Re-Scheduling Escorts Requests for No Resources (Unhandled)
• Assisting Escort Operators in reaching out /'follow-up' with Unhandled JIT Escort requests
• Continuously Monitor SSM queues/HUDs.
• Encourage 2:1 escorts when queues are getting backed up
• Create IcMs (or designate an individual to do so) in the event of a system anomaly (e.g. Stuck request in SSM, Portal is not accessible for all/some escorts, etc).
• Escalate to Escort Lead when issues arise that require amplifying information or escalation
• BCP Coordinator responsibilities
• Personnel Management
• Serve as an onsite presence for personnel located at primary assigned office and visit other site(s) as coordinated
• Actively participate and support program and account engagement initiatives
• Support resource performance initiatives to include training and career development

Minimum Qualifications

• Bachelor s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience.
  3-5 years of experience in Information Technology with 2 years of experience managing IT staff.
• 2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.

Security Clearance Qualifications

• TS clearance level required.
• CJIS Investigation

Certifications/Licensures

• Microsoft Azure Fundamentals preferred.
• CompTIA Security+ preferred
• PMP or ITIL preferred.

Preferred Skills

• Experience in supporting Azure/AWS cloud.
• Experience with system administration support tools such as Windows/Linux
• Experience supporting a 24x7 cloud-based environment.
• Experience in supporting Cloud based environment and tools such as Azure.
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Strong organizational and multi-tasking skills
• Review system logs to identify and mitigate system issues.
• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Updating knowledge base troubleshooting guides and lessons learned as required.
• Document system issues resulting in system outages and coordinate change though change management process.
• Monitor solution performance according to client specification and SLAs, escalate as needed.

Other Job Specific Skills

• Must have strong communication skills and be able to effectively communicate technical issues.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
• Ability to get team members to work together to accomplish tasks.
• Stays up to date technically and applies new knowledge to job.
• Ability to think long-term and establish achievable action plans.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.

Clearance

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires a Top Secret clearance.

Compensation and Benefits

Salary Range: $114,000 - $124,000/yr (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.