Operations Center Supervisor

US-MD-Annapolis Junction
ID
2017-5864

Overview

ASRC Federal - Vistronix is a national security solutions provider specializing in transforming big and complex data sets into mission critical intelligence.  Ingesting, processing, and exploiting Big Data is at the core of everything we do: Cyber & SIGINT Operations, C4ISR & Multi-INT Processing, and Enterprise & Open Source Analysis.  As a national security middleweight, we have a passion for our customers' mission and value ingenuity, agility, speed, and the ability to think and deliver at scale.  For more information, visit www.vistronix.com.

 

ASRC Federal - Vistronix is currently seeking an experienced Operations Center Supervisor a role on one of our subcontracts.  This full time position affords the successful candidate the opportunity to work in an engaging, high-tech development environment, working with an excellent team and customer base. 

Responsibilities

Supervises the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. Refers problems to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance. Requires strong understanding of technical aspects of desktop, voice and/or data communications, and LAN telecommunications including desktop and switching equipment, vendors, networking, network components, user training, installation, and customer service.

  • Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities.                                                           
  • Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigates matters of significance, recommends and implements appropriate course of action.
  • Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
  • Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements.
  • Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
  • Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.
  • Can follow detailed work instructions. Experience with enterprise management monitoring tools such as Remedy, ServiceNow, HP Openview, Solarwinds a plus

Qualifications

  • Must have seven (7) years of experience that can be a combination of work history and education.  A Masters’ degree is equivalent to 6 years’ experience; a Bachelors’ degree is equivalent to 4 years of experience and an associates’ degree is equivalent to 2 years of experience.
  • All degrees must be in a technical discipline from an accredited college or university. Acceptable degrees include, but are not limited to Engineering, Computer Engineering, Information Systems and Mathematics.

This position requires an active Security Clearance.

 

Positions require a Top Secret security clearance, based on current background investigation (SBI), as well as the favorable completion of polygraph.  Clearance and polygraph processing will be completed by the U.S. Government.

 

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers.  All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

 

 

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