Watch Officer- Tier 3 Service Desk Support - Military veterans preferred

EVS is seeking a Tier 3 Service Desk Support Watch Officer to support our customer in delivering a standardized set of essential Enterprise IT (EIT) services across 187 bases. This initiative ensures a consistent, high-quality experience across all mission environments, enabling the U.S. Air Force to shift its focus from network operations to mission operations.

As a Watch Officer, you'll be a key player in operational coordination and issue resolution, overseeing a team responsible for monitoring, incident management, and escalation support. This role operates within a 24/7 environment and requires strong technical leadership, situational awareness, and the ability to manage high-priority issues efficiently.

Night shift


Responsibilities:
-Leverage technical background to guide troubleshooting and incident management of technicians.
-Manage a team responsible for centralized monitoring and alerting capability, providing automated insight into the end-user experience.
-Provide timely updates to leadership on priority issues and enterprise-wide outages.
-Identify trends across multiple incident calls and ensure appropriate ticket roll-up into a master incident.
-Conduct shift turnovers and brief incoming shift on ongoing operational activities.
-Ensure proper Tier 2 to Tier 3 escalation and coordination with relevant parties.
-Act as a key escalation point for critical incidents and ensure timely resolution.
-Monitor network performance using various network management tools.
-Provide on-call support as required.
-Track and report on service provider maintenance activities.
-Generate regular reports on network issues, incidents, performance, and resolutions.
-Provide clear, concise updates to stakeholders during active incidents.
-Collaborate with technical teams to troubleshoot, identify root causes, and implement long-term fixes.
-Maintain documentation of network configurations and standard operating procedures.
-Contribute to the development of SOPs, KPIs, and reporting metrics.

Requirements
-Ability to support, oversee, and lead a team of System Administrators and other assigned support staff.
-Active DoD Secret Clearance.
-12+ years of relevant experience (bachelor's degree may be substituted for 5 years of experience).
-5+ years of leadership experience.
-Must have at least one IAT Level II certification such as Security+
-Minimum 3 years of routing/switching experience in a WAN support environment.
-Strong knowledge of networking fundamentals.
-Familiarity with cloud networking and virtualization technologies.
-Understanding of ITIL service delivery principles.
-Experience working in a Network Operations Center (NOC) or Security Operations Center (SOC).
-Ability to operate effectively in a mission-critical or emergency response environment.
-Strong problem-solving and troubleshooting skills.
-Proficiency in ServiceNow (ticket creation, updates, closure).
-Excellent written and verbal communication skills.
-Ability to brief senior-level executives and staff clearly and effectively.

Other Desired Certifications:
-Network+
-ITIL Foundations
-CCENT