Maintains the lifecycle operations Service Level Objectives Requirement Performance Measurment standards. Experienced in service design ( including interconnections, business case analysis, etc.); Service Transition (including Change Management, Systems Development Lifecycle, lab/test and user acceptance test services, etc.); Service Operations (Tier 0-4 lifecycle support services, 24/7 service desk support, MAC support services, etc.); Security Operations (including vulnerability/patch management; security configuration technology baseline management; privileged accounts and service account management, etc.); IT Operations Management (including Portfolio) Provides expertise in project planning, task management, and control; including demonstrated use of project scheduling, cost management, change management, and tracking tools. Performs supervision and direction to ensure quality deliverables are created while managing costs, scheduling, and resources. Collaborates with Senior Government IT Staff, and performs work independently to ensure that project goals and objectives are met. Has direct past experience within 5 years of a candidate being on-board in the position.
Typical Education & Experience
Typically a Bachelor's Degree and 8 years work experience or equivalent experience
Required Skills and Education
Monitor IT Servers and Systems
Manage the monitoring of our customer's servers, networks, and computer systems for irregularities and performance issues. Assess system data and error logs, along with user reports, to determine areas for improvement or repair. May also determine when systems or servers are due for upgrades.
Direct IT Technicians
Direct the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives. Asess current department needs and help desk inquiries and assigns personnel to resolve each issue. Manage 24-hour IT support and implement technician schedules.
Develop Department Policies
Develop IT policies and procedures to ensure that the department operates effectively and reliably. May require developing service level agreements (SLAs) for the help desk. Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.
Resolve Help Desk Escalations
Provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user's issue, the operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user's hardware or software.
Oversee Upgrades and Installations
Preferred Skills and Education
About BAE Systems Intelligence & Security
BAE Systems Intelligence & Security, based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do—from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels. That's BAE Systems. That's Inspired Work. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression. To see Inspired Work in action, visit www.baesystems.com and follow us on Facebook: www.facebook.com/baesystemsintel.
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