SYSTEMS ENGINEER SENIOR (HPC User Services Lead)

Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Job Family: IT Infrastructure and Operations Job Qualifications: Skills: High Performance Computing (HPC), Standard Operating Procedure (SOP), System Administration, Ticketing Systems, Ticket Management Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes Job Description: SYSTEMS ENGINEER SENIOR Advance how our customers operate while you advance your career. Join GDIT as a Systems Engineer Senior and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you. MEANINGFUL WORK AND PERSONAL IMPACT As the HPC User Services Lead, you will be responsible for leading all user-facing support activities for the Weather and Climate Operational Supercomputing System (WCOSS), NOAA’s operational high-performance computing environment supporting the National Weather Service’s weather forecasting mission. You'll serve as the primary interface between HPC operations and the user community, ensuring timely resolution of user issues, effective communication during operational events, and continuous improvement of the overall customer experience. Combine your technical HPC knowledge with outstanding customer service skills to build trusted relationships with users while driving operational excellence. User Support Leadership Lead daily operations of the HPC user support function and serve as the primary point of contact for user-facing issues. Manage the lifecycle of support requests from intake through resolution, ensuring timely communication and customer satisfaction. Coordinate across Systems Administration, File Systems, Software Development, Security, Networking, and Operations teams to resolve complex technical issues. Prioritize user requests based on operational impact and mission requirements. Customer Experience Develop and maintain regular communication rhythms with NOAA/NWS stakeholders. Prepare and distribute planned maintenance notices, outage notifications, incident updates, service restoration communications, and weekly operational summaries. Establish communication templates and standard operating procedures that provide clear, consistent, and timely updates. Develop customer satisfaction metrics and continually improve the user support experience. Foster trusted relationships with scientific users, operational forecasters, and customer leadership. Service Management Administer and continuously improve the program’s ticket management system. Develop dashboards and reporting that measure ticket volume, response times, resolution times, recurring issues, and customer satisfaction. Identify trends and recommend process improvements to reduce recurring user issues. Ensure support documentation and knowledge articles remain accurate and current. Operational Coordination Coordinate user communications during maintenance activities, technology insertions, and operational incidents. Participate in operational planning to ensure customer impacts are identified and effectively communicated. Work closely with technical leads to balance operational priorities with user expectations. Support post-incident reviews by identifying communication improvements and customer lessons learned. WHAT YOU’LL NEED TO SUCCEED Bring your technology expertise and drive for innovation to GDIT. The Systems Engineer Senior must have: ● Education: Bachelor of Arts/Bachelor of Science ● Experience: 5+ years of related experience ● Technical skills: High Performance Computing (HPC) & Linux. ● US citizenship required ● Role requirements: Experience administering or managing an enterprise ticketing platform (e.g., ServiceNow, Jira Service Management, Remedy, or similar). Excellent written and verbal communication skills, including the ability to communicate complex technical issues to both technical and non-technical audiences. Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment. Experience developing customer communications, documentation, and operational procedures. GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Flexibility: Full-flex work week to own your priorities at work and at home ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. The likely salary range for this position is $97,968 - $115,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes. About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world. For more information about GDIT's Privacy Policy, click here: Privacy Policy | GDIT