Job Family:
User Support (Digital)
Travel Required:
Clearance Required:
Work and oversee staff supporting the agency’s systems, hybrid cloud infrastructure and its applications.
The position will be responsible for monitoring and responding to incidents, escalations, and customer service request.
The position will assist in coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.
A key duty will be to enhance our Knowledge Management capabilities.
Serve as an escalation path when issues arise.
Manage tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
Provide daily, weekly, monthly, quarterly, and yearly reporting on multiple SLA’s.
Support the Enterprise Operations Management in developing and reinforcing policies and procedures.
Manage and report on EOC agent’s telephone, voicemail, e-mail, and in-person requests.
Actively manage our Incident Response Process (IRP) and provide timely status updates on each incident per SLA.
Coordinate with customers and support teams to triage outages and problems that occur in the environment.
Ability to craft clear, concise, and grammatically correct communication through various work streams.
Provide regular coaching on policies and procedures.
Responsible for developing, monitoring, and analyzing KPI’s across all operational areas.
Work with current staff in developing and innovating the current IRP.
Oversee all Knowledge Management related activities.
Proactive approach to preventing potential outages.
What You Will Need:
Bachelor's Degree . Degree can be substituted for additional Four(4) years of experience.
At minimum Five (5) years of relevant IT experience
Three (3)+ experience of Supervisory role
24x7 on call experience
Extensive experience running a Service Desk or Operation Center.
Experience with Incident Management (Remedy, ServiceNow, etc).
Excellent written and communication skills required, excellent customer service aptitude.
Ability to present to executive management incident debriefs and root cause analysis reports.
Ability to multi-task: manage a conference call and take notes at the same time.
Must have flexible schedule. On-call services will be on a rotational basis.
This is a hybrid position. Candidate must be able to come on site in Bowie/Suitland, Maryland when ever needed.
Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment
What Would Be Nice To Have:
Experience with Linux, SolarWinds and Active Directory
Experience with Everbridge
NOC experience
The annual salary range for this position is $74,000.00-$124,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Parental Leave
401(k) Retirement Plan
Group Term Life and Travel Assistance
Voluntary Life and AD&D Insurance
Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
Transit and Parking Commuter Benefits
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Care.com annual membership
Employee Assistance Program
Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
Position may be eligible for a discretionary variable incentive bonus
About Guidehouse
Guidehouse is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.