Jan 14
Unspecified
Mid Level Career (5+ yrs experience)
No Traveling
Unspecified
IT - Support
Kiln, MS (On-Site/Office)
ValidaTek, Inc. is an award-winning Small Business that provides high-security mission-critical IT services to the Federal Government. Our commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes several U.S. Federal Departments. The corporate infrastructure is robust and based on industry best practices as evidenced by our DCAA Approved accounting system, Top Secret (TS) facility clearance, ISO 9001:2015, ISO 20000-1:2011, and ISO 27001:2013 certifications, and CMMI Level 4 for Services (CMMI-SVC Level 4) and CMMI Level 3 for Development (CMMI-DEV Level 3) appraisals. We pride ourselves in being the best and only attracting and retaining the best talent to fuel our rapid growth. We promote a strong employee-focused corporate culture that provides a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their contributions and we all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.
Position Description:
The Shift Supervisor reports to the Network Operations Center (NOC) Manager and provides leadership and management of all staff assigned to his/her shift within the 24x7x365 NOC environment. The Shift Supervisor performs technical/detailed analysis of complex software and hardware using various diagnostic tools to proactively identify and resolve issues. The Shift Supervisor will coordinate with the NOC Manager in performing project and task management activities to deliver required services and maintain the NOC. The Shift Supervisor works collaboratively with the Service Desk and Security Operations Center (SOC) staff within the Enterprise Operations Center (EOC).
Specific Responsibilities:
Responsible for assigning, monitoring, and tracking work priorities and work efforts during assigned shift.
Oversee staff performance and ensure performance standards and metrics are being met, tracked, and reported.
Provide guidance and technical direction to assigned staff across a broad set of NOC support tasks including Tier 1, Tier 2, and Tier 3 support services.
Provide Tier 1, Tier 2, and Tier 3 support during assigned shift to help complete work and assigned tasks.
Evaluate and gauge feedback and overall customer satisfaction and provide recommendations to the NOC Manager.
Work closely with Government Watch Officers on work priorities and shift transitions.
Ensure all documentation and reporting requirements are met during the shift.
Ensure all assigned staff provide professional customer service and support.
Address and resolve issues providing timely notifications and escalating as necessary.
Provide information to the NOC Manager to meet regular reporting requirements.
Evaluate staff training needs and provide recommendations to the NOC Manager. Conduct on-the-job training as necessary.
Apply industry and Government standards and best practices, as appropriate.
Shift:
Team A
Fri, 10:00pm – Sat, 10:30am (12-hour shift)
Sat, 10:00pm – Sun, 10:30am (12-hour shift)
Mon, 6:00am – 2:30pm (8-hour shift)
Tue, 6:00am – 2:30pm (8-hour shift)
Team B
Sat, 10:00am – 10:30pm (12-hour shift)
Sun, 10:00am – 10:30pm (12-hour shift)
Mon, Tue – Off
Wed, 6:00am – 2:30pm (8-hour shift)
Thu, 6:00am – 2:30pm (8-hour shift)
Team C
Sun, 10pm – Mon, 6:30am (8-hour shift)
Mon, 10pm – Tue, 6:30am (8-hour shift)
Tue, 10pm – Wed, 6:30am (8-hour shift)
Wed, 10pm – Thu, 6:30am (8-hour shift)
Thu, 10pm – Fri, 6:30am (8-hour shift)
Team D
Mon – Fri, 6:00am – 2:30pm (8-hour shift)
Team E
Mon – Fri, 2:00pm – 10:30pm (8-hour shift)
Position Requirements/Qualifications:
Education and Certifications
High School diploma
Associate or Bachelor’s degree preferred
Must be certified in at least one of the following: CCIE; CCNP; OPNET Certified Expert; RCSP; IBM Certified Deployment Professional; or MCITP/MCSE
Knowledge and Experience
Minimum of 5 or more years of IT experience as a lead or Subject Matter Expert (SME)
Service Management experience and familiarity using the ITIL and/or CMMI framework a plus
Must have experience managing a team of Tier support personnel
Must have risk management and issue resolution experience
Must have experience managing shift changes and turnovers
Must have experience troubleshooting complex system and network issues and identify resolution using monitoring tools such as: SolarWinds, OpNet, Cisco Prime, etc.
Must have trouble ticket management experience (ServiceNow experience a plus)
Excellent communication and interpersonal skills
Customer focused and service excellence driven
Flexible/adaptable to NOC environment
Current DHS or USCIS suitability a plus
ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.
Position Description:
The Shift Supervisor reports to the Network Operations Center (NOC) Manager and provides leadership and management of all staff assigned to his/her shift within the 24x7x365 NOC environment. The Shift Supervisor performs technical/detailed analysis of complex software and hardware using various diagnostic tools to proactively identify and resolve issues. The Shift Supervisor will coordinate with the NOC Manager in performing project and task management activities to deliver required services and maintain the NOC. The Shift Supervisor works collaboratively with the Service Desk and Security Operations Center (SOC) staff within the Enterprise Operations Center (EOC).
Specific Responsibilities:
Responsible for assigning, monitoring, and tracking work priorities and work efforts during assigned shift.
Oversee staff performance and ensure performance standards and metrics are being met, tracked, and reported.
Provide guidance and technical direction to assigned staff across a broad set of NOC support tasks including Tier 1, Tier 2, and Tier 3 support services.
Provide Tier 1, Tier 2, and Tier 3 support during assigned shift to help complete work and assigned tasks.
Evaluate and gauge feedback and overall customer satisfaction and provide recommendations to the NOC Manager.
Work closely with Government Watch Officers on work priorities and shift transitions.
Ensure all documentation and reporting requirements are met during the shift.
Ensure all assigned staff provide professional customer service and support.
Address and resolve issues providing timely notifications and escalating as necessary.
Provide information to the NOC Manager to meet regular reporting requirements.
Evaluate staff training needs and provide recommendations to the NOC Manager. Conduct on-the-job training as necessary.
Apply industry and Government standards and best practices, as appropriate.
Shift:
Team A
Fri, 10:00pm – Sat, 10:30am (12-hour shift)
Sat, 10:00pm – Sun, 10:30am (12-hour shift)
Mon, 6:00am – 2:30pm (8-hour shift)
Tue, 6:00am – 2:30pm (8-hour shift)
Team B
Sat, 10:00am – 10:30pm (12-hour shift)
Sun, 10:00am – 10:30pm (12-hour shift)
Mon, Tue – Off
Wed, 6:00am – 2:30pm (8-hour shift)
Thu, 6:00am – 2:30pm (8-hour shift)
Team C
Sun, 10pm – Mon, 6:30am (8-hour shift)
Mon, 10pm – Tue, 6:30am (8-hour shift)
Tue, 10pm – Wed, 6:30am (8-hour shift)
Wed, 10pm – Thu, 6:30am (8-hour shift)
Thu, 10pm – Fri, 6:30am (8-hour shift)
Team D
Mon – Fri, 6:00am – 2:30pm (8-hour shift)
Team E
Mon – Fri, 2:00pm – 10:30pm (8-hour shift)
Position Requirements/Qualifications:
Education and Certifications
High School diploma
Associate or Bachelor’s degree preferred
Must be certified in at least one of the following: CCIE; CCNP; OPNET Certified Expert; RCSP; IBM Certified Deployment Professional; or MCITP/MCSE
Knowledge and Experience
Minimum of 5 or more years of IT experience as a lead or Subject Matter Expert (SME)
Service Management experience and familiarity using the ITIL and/or CMMI framework a plus
Must have experience managing a team of Tier support personnel
Must have risk management and issue resolution experience
Must have experience managing shift changes and turnovers
Must have experience troubleshooting complex system and network issues and identify resolution using monitoring tools such as: SolarWinds, OpNet, Cisco Prime, etc.
Must have trouble ticket management experience (ServiceNow experience a plus)
Excellent communication and interpersonal skills
Customer focused and service excellence driven
Flexible/adaptable to NOC environment
Current DHS or USCIS suitability a plus
ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.
group id: 10338469
