Service Manager

Type of Requisition: Regular Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: IT Infrastructure and Operations Job Qualifications: Skills: Information Technology (IT), Network Operations, Standard Operating Procedure (SOP) Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes Job Description: Please take this opportunity to join one of GDIT’s fastest long-standing growing programs! US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting edge program supporting DoW intelligence information sharing on current and emerging global threats to mission and coalition partners and emerging nations. With an internationally dispersed team supporting each combatant command, the US BICES-X team is in direct support of the war fighter and their missions. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast paced team. Responsibilities: Responsible for the overall management of the US BICES-X Authorized Services interruption (ASI) process throughout each Area of Operations. Responsible for the successful socialization of all proposed/scheduled ASI’s with key, pertinent stakeholders and customers. Responsible for quality assurance monitoring, prioritizing and managing ASI Requests and service notifications as appropriate. Responsible for maintaining up-to-date web-based SharePoint calendar with all ASI status. Responsible for processing, de-conflicting, and tracking component ASI requests impacting US BICES. Responsible for working with ASI requestors in gathering accurate information to clearly assign appropriate scope of impact to stakeholders and users. Responsible for documenting ASI requests and managing tickets utilizing ServiceNow. Responsible for the development and maintenance of standard operating procedure (SOP) documentation, policies, and standards for effective ASI management. Works closely with network operations personnel to monitor behavior that predicts or demonstrates service interruptions associated with outages, degradations, and hazardous conditions. Responsible for monitoring and collecting all pertinent information associated with all approved and unapproved circuit and/or service outages throughout the lifecycle of the outage to apply any learned impacts to future requests. Supports continual process improvement of information collection and dissemination methods to facilitate detailed customer briefings and presentations. Ensure all circuits that provide primary, secondary and/or tertiary links are well documented and accessible within the Network Operations and Security Center (NOSC). Assists the NOSC with updating incident response categorization and impacts based on circuit data. Continuity of Information Technology Operations (CITO) plan and execution. Provide weekly activity report (WAR) and subsequent monthly report inputs to the NOSC. Perform all other tasks and duties as assigned by the Network Operations Security Center Lead, and Battle Captains Responsible for training assigned standby ASI personnel on all processes. 24/7 Position. Shift work is required, to include holidays and weekends. Required Qualifications: 5 years of experience required. BA/BS degree. The equivalent combination of education, technical training, or work/military experience may be substituted. Must possess an active Secret clearance and eligible for TS/SCI Working knowledge of Microsoft products like SharePoint, Outlook, Word, Excel, and Power Point. Strong interpersonal and presentation skills for interacting with team members and customers. Ability to understand technical concepts and terminology and develop effective messaging to technical and non-technical audiences. Demonstrated strong analytical and problem-solving skills in making the appropriate technical decisions. Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast-paced environment. Excellent organizational and follow-up skills with strong attention to detail Ability to work in a team environment. Preferred Qualifications: Network Troubleshooting and Incident Response experience Experience with Authorized Service Interruption (ASI) requests and tracking ASI’s from initial requests to completion. Operations or Service Desk management experience ITILv4 Certified Service Now – navigating ServiceNow to manage tickets and tasks; familiarity with ticket life cycle; creating knowledge articles, dashboards and reports. SolarWinds Certified Professional (SCP) Certification Microsoft software products experience The likely salary range for this position is $85,093 - $97,750. 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: None Telecommuting Options: Onsite Work Location: USA FL MacDill AFB 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. 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 #J-18808-Ljbffr