Specific roles & responsibilities for the position include but not limited to the following:
Lead a team of 17+ employees who provide network administration, maintenance, operations, logistics, and engineering services to ensure secure, reliable, and uninterrupted availability of multiple customer networks.
Ensure continuous monitoring and manage cyber security service components (e.g. alarms, events, logs) for security, capacity, performance, availability and support elements (power/cooling).
Oversee Security Operations Center functions such as continuous monitoring, operating, reporting, detection, investigation
Manage, coordinate, track, report, process and work tickets daily
Provide and coordinate Tier 2 and 3 technical support with other team members
Develop/review SOPs and other documentation for use within the operations team
Perform tasks based on SOPs to perform system and application changes as required
Increase day-to-day operational efficiency and accuracy via the use of automated tools and scripts
Ensure the resolution of trouble tickets to completion and communication with users to ensure customer satisfaction before closure
Provide regular status updates and communications regarding all open tickets
Coach, mentor and train staff
Typically requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years of prior relevant experience.
Generally has 4+ years of experience supervising or leading teams or projects.
Enterprise helpdesk/service desk experience
Experience using NOC tools such as SolarWinds, SCOM, Splunk
Knowledge of ITSM products (i.e. Remedy or ServiceNow)
Knowledge of security policies and general vulnerabilities management
Expert infrastructure/system/application troubleshooting abilities
Experience setting up Help Desk components and supporting customers dispersed over more than one location.
Experience managing operations in such a way where Customer Service is proactively emphasized and successfully delivered on by the team.
ITIL Program Experience Foundation or higher
Experience automating or orchestrating the provisioning of new services
Can plan and prioritize work, both their own and that of project team. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context.
Excellent active listening skills.
Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel
Demonstrated management of technical team while providing vision and developing tactical goals.