Major Duties & Responsibilities

A. Management and Reporting Services

Monitoring Services: Monitor all services and ensure uptime and performance targets are met.

Event Management: Coordinate and manage all events, ensuring that all aspects of the event are executed successfully.

Configuration Management: Develop, maintain and update configuration management processes, tools, and documentation.

Asset Management: Develop, maintain and update asset management processes, tools, and documentation.

Performance Management: Develop, maintain, and update performance management processes, tools, and documentation.

Capacity Planning: Develop, maintain, and update capacity planning processes, tools, and documentation.

Network & Systems Security: Develop, maintain, and update network and systems security policies, procedures, and controls.

Systems / Configuration Back-ups & Disaster Recovery: Develop, maintain, and update backup and disaster recovery processes, tools, and documentation.

Technology / Industry Assessments: Conduct regular assessments of technology and industry trends, and recommend new technologies, tools, and processes to enhance operational efficiency and reduce costs.

Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance.

B. Technical Oversight Services

UCC Voice/Call Center System: Oversee the operation of the UCC voice/Call Center system, ensuring that all users receive high-quality service.

Microsoft-Skype for Business: Oversee the operation of the Microsoft-Skype for Business system, ensuring that all users receive high-quality service.

Video Infrastructure and Web Collaboration: Oversee the operation of the video infrastructure and web collaboration system, ensuring that all users receive high-quality service.

Conference Room: Oversee the operation of conference rooms, ensuring that all users have access to high-quality facilities.

Software Eng/Dev/VideoCast): Oversee the operation of software engineering, development, and videocasting, ensuring that all users receive high-quality service.

Messaging Infrastructure: Oversee the operation of the messaging infrastructure, ensuring that all users receive high-quality service.

Other Services: Oversee the operation of other services, ensuring that all users receive high-quality service.

Basic Qualifications

Strong leadership and communication skills

Able to manage multiple projects and priorities simultaneously

Experience/Education

7+ years of managing IT operations and engineering in a federal environment supporting a user community of over 25,000

Bachelors degree in computer science or a related field

Certifications: ITIL v4 (required) PMP (strongly preferred)