Infrastructure Support Manager (ISM)

Overview Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees. Responsibilities Overview: This effort provides Operations and Maintenance (O&M) of mission‑critical IT systems for the Department of State (DOS), Consular Affairs (CA), supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers. The Infrastructure Support Manager (ISM) has broad responsibility for infrastructure operations and systems administration of platforms installed globally supporting all CA systems and services. This includes management of infrastructure operations and maintenance within the domestic data centers, domestic Consular locations, and overseas posts. The ISM shall ensure the operation of the enterprise meets defined infrastructure service levels and serves as the contractor’s service owner for infrastructure service solutions. The ISM shall oversee operations and technical teams (est 20 technicians) at multiple geographically dispersed data centers comprised of varied infrastructure, including converged server/storage solutions, at the domestic consular offices and overseas posts. The ISM shall be responsible for optimizing, standardizing, and improving storage solutions, including facilitating eventual migrations to cloud environments. Responsibilities: Responsible for the day‑to‑day Infrastructure Operations for the CA Organization. Interfaces direct with Department of State Infrastructure Operations and CIO for escalation, coordination and governance compliance. Responsible for the training, staffing, and operational efficiency of the Infrastructure Support Team and staff. Responsible for the administrative/operational leadership of the Infrastructure Support Team within the program guidelines set by the Program Manager and DOS CA customer. Monitors project to ensure work scope, schedule, and budget are well defined and maintained Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received May conduct performance/project analyses during phase‑down to benefit future/other projects/missions/programs Performs related duties as assigned Qualifications MINIMUM REQUIREMENTS: A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience . An additional year of experience is equivalent to a year of education Possess a current PMI/PMP certification Possesses a Top Secret Clearance A minimum of eight (8) years of experience managing and overseeing operations and projects for infrastructure, systems, and applications at multiple geographically dispersed locations with geographically dispersed teams; similar to the size, scope, and complexity of this TO. Demonstrated experience with IT Service Delivery using an ITIL/ITSM framework similar in size, scope, and complexity to the requirements of this effort. PREFERRED EDUCATION AND EXPERIENCE: A minimum of three years of experience leading teams that provide full‑lifecycle project support, as well as operational support, for Windows and Linux based systems. A minimum of three years of experience leading projects in the MS SQL and Oracle database server environment. A minimum of five years of experience supporting Data Center Operations including supporting/troubleshooting server farms, networking equipment and connections, and storage solutions, (e.g., Cisco Routers and Switches, Firewalls, and NetApp/Dell EMC). ITIL4. PHYSICAL REQUIREMENTS: This position requires the ability to perform the below essential functions: May require occasional travel between work centers or to client sites. Some after‑hours or on‑call support may be necessary. On‑site work in a secure government or contractor facility. Must be able to work in a high‑security environment and comply with all relevant security protocols. Standing for long periods. Ambulate throughout an office Ambulate between several buildings Stoop, kneel, crouch, or crawl as required Repeatedly lift and carry weight up to 30 pounds Travel by land or air transportation 10% About Empower AI All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor. #J-18808-Ljbffr