Technical Site Manager

2018-05-24
CSRA (www.csra.com)
Other

/yr

  full-time   employee


Phoenix
Arizona
United States

CSRA is Seeking a Technical Site Manager in support of the 2020 Census, who will work on-site at the government facility in the vicinity of Phoenix, AZ.  The Technical Site Manager will oversee the day-to-day IT operations of the government facility managing a team of service desk and system administration personnel. 

Essential Job Duties and Responsibilities:

  • Serve as a liaison to United States Census Bureau (USCB) stakeholders
  • Schedule staff to meet coverage needs throughout the 2020 Census, adhering to guidance and requirements from USCB
  • Manage the overall service desk and system administration activities
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
  • Develop and enforce request handling and escalation policies and procedures
  • Oversee the development, implementation and administration of Service Desk staff and System Administration training procedures and policies
  • Ensure appropriate training initiatives for new and existing staff
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Work with USCB stakeholders in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
  • Work with USCB stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation ?end user instructional guides help sheets, usage guides, FAQs)
  • Attend meetings, training sessions and/or workshops as required
  • Initiate and participate in Emergency Response Team (ERT) activities, as necessary
  • Update system status information in accordance with SOPs and/or KBAs
  • Coordinate and manage dissemination of outgoing correspondence and notifications
  • Work alongside USCB stakeholder team to interpret and communicate data effectively
  • Collaborate with other USCB stakeholders for maintaining, supporting, and troubleshooting software and hardware
  • Collaborate with other USCB stakeholders in developing SLAs to establish problem resolution expectations and timeframes. Ensure compliance with appropriate SLAs.
  • Collaborate with other USCB stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation ? end user instructional guides help sheets, usage guides, FAQs)
  • Support IT Security Certification, Accreditation, Authorization, and Compliance Activities

Minimum Qualifications and Requirements:

  • Preferred degree in a Computer Science Engineering, Information Science, or Information Systems Management field
  • Minimum of 5 years? experience supervising and managing an IT service desk and System Administrators
  • Experience in managing the performance of team with 10 or more people
  • Experience in a Windows and Linux/UNIX environment providing technical support to users
  • Experience in a Windows and Linux/UNIX environment installing, troubleshooting and configuring PCs and peripherals
  • Experience applying IT security principles, methods and tools
  • Experience working with and troubleshooting technical problems for hardware and systems used in Census operations (e.g., high-speed scanners, conveyors, joggers, sorters, extractors). Ability to manage vendor relationships for Tier 3 / 4 support
  • Experience working with customers, gathering and understanding customer issues
  • Excellent written and verbal communication experience with peers, stakeholders, and management
  • Excellent customer relationship skills
  • Experience overseeing and updating SLAs for on-site troubleshooting
  • Experience in handling and tracking IT equipment within an asset management system

 

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