Technical Services Manager (KEY)

The Alaka`ina Foundation Family of Companies (FOCs) is looking for a Technical Services Site Manager (KEY) to provide research support administration services for our government customer in Pensacola, Florida .

DESCRIPTION OF RESPONSIBILITIES:

• Manage, monitor, measure, and report the ongoing service delivery and performance management across all IT enterprise data infrastructure services provided to Government end-users. Reports should provide performance analysis and assessment of each individual IT Service Area's performance achievements.
  
• Manage all technical support services, network management services, IT operations services, application development services and web services at NMOTC and all remote locations performed by contract staff during core business hours and training events set by each command location.
  
• Coordinate with the Government to establish priorities for all tasks and activities essential to optimize enterprise-wide IT resource operational performance.
  
• Provide Service Now (DHA ticking system) education and training to contract staff at all locations to ensure efficient execution of all incident resolution procedures are followed.
  
• Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact staff member for resolution, all reporting is successfully completed, and Service Now documentation is completed in the ticket notes section.
  
• Provide DNA customer embedded IT environment support for the operations, sustainment, administration, maintenance, end user support, and IT/cyber security compliance activities for associated systems, networks, and environments.
  
• Perform daily reviews of technical staff member performance while performing tasks to ensure team is effective in providing support to the command, evaluate problems and help resolve issues by determining escalation requirements to higher level support teams.
  
• Support the development, documentation, and maintenance of organizational standard operating procedures (SOPs), desk guides, processes, and other organizational business operational guidance documents.
  
• Ensure helpdesk staff maintain comprehensive inventory procedures of all NMOTC IT assets and accurate DMLSS documentation is maintained through end-of-life procedures to properly stage equipment IAW with all security and disposal regulations.
  
• Manage and assess the ability of staff to use remote access applications, install the required software, train users, and resolve technical issues.
  
• Manage and configure all command systems in support of audio/video/web conferencing and media service capabilities to include training command users when needed across all enterprise locations.
  
• Act as the NMOTC primary point of contact with DHA operations by working with the DHA Global Service Center (GSC).
  
• Ensure command printing/scanning functions are managed and notify the Business Services team when issues need to be elevated to the vendor in support of 74 locally managed multifunctional devices across the enterprise.
  
• Manage technical support for all command mobile device capabilities.
  
• Create and maintain accuracy of standard operating procedures, user manuals and other documentation to support the technical services team business processes.
  
• Support the collection, documentation, and submission of all data required for new or renewals of system Authority to Operate (ATO) with the NMOTC Risk Management Framework (RMF) processes.
  
• Communicate daily with the NMOTC COR on all issues and verify that command support is being executed effectively.
  
• Determine priorities, making individual assignments and assessing performance for all technical support staff at all locations.
  
• Manage IT hardware and software management principles, methods and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities and mobile phone technologies.
  
• Apply configurations and technical standards to PC, workstation, laptop, tablet, images.
  
• Utilize Microsoft Office 365 applications such as Word, Excel, Outlook, Visio, and PowerPoint, TEAMS and SharePoint Online daily in various written communications and reporting tasks.
  
• Analyze IT resource utilization trends and provide advisory assistance to the Government for performing capacity optimization and/or investment of IT resources to meet the evolving availability and demand environment.
  
• Ensure IT processing and storage capacity match the evolving demands of the Government's mission requirements in a cost effective and timely manner.
  
• Must be available by text/email/phone to provide remote system access during outages or as needed Monday through Friday including Federal holidays or when the facility is closed for administrative reasons.
  
• Other duties as assigned by Supervisor.
  

REQUIRED DEGREE/EDUCATION/CERTIFICATION:

• Minimum of High School Diploma
  
• Minimum ten (10) years DoD/DON industry experience
  
• or fifteen (15) years general IT experience and a minimum of five (5) years supervisory leadership experience providing IT support on platforms under the DoD governance, policy, and regulations industry
  
• or seven (7) years of general supervisory experience.
  

REQUIRED SKILLS AND EXPERIENCE:

• Will be required to travel 25% of the time.
  
• Knowledge and experience to manage and assess the ability of the technical support staff at all locations to investigate and document technical malfunctions to determine cause, define the problem initiate corrective action and report resolutions.
  
• Knowledge and experience with managing technical equipment platforms and network general performance capabilities.
  
• Knowledge and experience to effectively manage teams, workload and possess the ability to effectively manage numerous issues simultaneously.
  
• Effective communication and customer service skills.
  

REQUIRED CITIZENSHIP AND CLEARANCE:

• U. S. Citizen
  
• Must have an active Secret clearance.
  

The Alaka`ina Foundation Family of Companies (FOCs) is a fast-growing government service provider. Employees enjoy competitive salaries. Eligible employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays.

We are an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not illegally discriminate in employment decisions on the basis of any protected categories. If you are a person with a disability and you need an accommodation during the application process, please click here to request accommodation. We E-Verify all employees

"EOE, including Disability/Vets" OR "Equal Opportunity Employer, including Disability/Veterans"

The Alaka`ina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Ke`aki Technologies, Laulima Government Solutions, Kūpono Government Services, and Kapili Services, Po`okela Solutions, Kīkaha Solutions, LLC, and Pololei Solutions, LLC. Alaka`ina Foundation activities principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

For additional information, please visit www.alakainafoundation.com

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