TekSynap, a fast-growing high-tech company, is currently seeking a Network Operations Center Manager to join their team in Arlington, VA. The ideal candidate will have expertise in information management operations and ITSM best practices, as well as excellent communication skills to effectively interact with technical and non-technical audiences. This role will involve providing support for the client’s network and systems infrastructure, managing incidents and service requests, and supervising a help desk team. With a competitive benefits package and a focus on utilizing cutting-edge technology to meet the needs of their Federal Government customers, TekSynap offers an exciting opportunity for professionals in the field.
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Responsibilities & Qualifications
Use of monitoring tools to provide support for the client’s network and systems infrastructure
As a Network Operations Center Manager, one of the key responsibilities is to utilize monitoring tools to provide support for the client’s network and systems infrastructure. This includes both reactive and proactive measures to ensure the stability and optimal performance of the network. The manager will be responsible for monitoring various systems, identifying any issues or potential risks, and taking the necessary actions to resolve them in a timely manner.
Expertise in industry-standard information management operations and ITSM best practices
A Network Operations Center Manager should have a strong background in industry-standard information management operations and IT Service Management (ITSM) best practices. This includes a deep understanding of how to effectively manage and organize information, implement efficient processes, and ensure compliance with industry standards and regulations. The manager should also be familiar with ITSM frameworks such as ITIL (Information Technology Infrastructure Library) and have the ability to apply these best practices to improve the overall efficiency of the network operations center.
Excellent written and verbal communication skills
effective communication is crucial in a network operations center environment. The manager should possess excellent written and verbal communication skills in order to effectively communicate with both technical and non-technical audiences. This includes the ability to clearly articulate complex technical concepts, provide status updates, and report on key metrics to senior management. Strong communication skills are also essential when working with clients and external stakeholders.
Experience in a DOD Information Technology environment
Experience in a Department of Defense (DOD) Information Technology environment is highly desirable for a Network Operations Center Manager. This experience demonstrates an understanding of the unique challenges and requirements of working in a highly regulated and security-conscious environment. The manager should be familiar with DOD policies and procedures, as well as applicable security standards such as the Risk Management Framework (RMF) and Defense Information Systems for Security (DISS) guidelines.
Demonstrated excellence in planning, directing, and managing Information Technology operations help desks
A Network Operations Center Manager should have a proven track record of excellence in planning, directing, and managing Information Technology (IT) operations help desks. This includes the ability to efficiently allocate resources, prioritize tasks, and ensure that service level agreements (SLAs) are met. The manager should have experience in implementing and optimizing IT service management processes, such as incident management, problem management, change management, and configuration management.
Experience in managing and supervising a help desk team
In addition to managing IT operations, a Network Operations Center Manager should have experience in managing and supervising a help desk team. This includes the ability to provide guidance and support to team members, conduct performance evaluations, and foster a positive and collaborative work environment. The manager should have strong leadership and mentoring skills, and be able to motivate and empower team members to achieve their full potential.
Knowledge of networking and network-based software applications
A deep knowledge of networking principles and network-based software applications is essential for a Network Operations Center Manager. This includes understanding network protocols, routing, and switching, as well as familiarity with network monitoring tools and software applications. The manager should be able to troubleshoot network issues, perform root cause analysis, and implement appropriate solutions.
Expertise in translating high-level functional and technical requirements into actionable plans and specifications
A Network Operations Center Manager must have the ability to translate high-level functional and technical requirements into actionable plans and specifications. This involves working closely with the user community to understand their needs and expectations, and then developing a detailed plan to meet those requirements. The manager should have strong analytical and problem-solving skills, as well as the ability to think strategically and make informed decisions.
Provide day-to-day customer support
As a Network Operations Center Manager, providing day-to-day customer support is a critical responsibility. This includes responding to customer inquiries, documenting issues, tracking progress, resolving problems, and managing customer expectations. The manager should have excellent customer service skills and be able to effectively interact with clients to address their needs and ensure their satisfaction.
Handle and manage incidents and service requests
Managing incidents and service requests is another important responsibility of a Network Operations Center Manager. This includes handling and coordinating the resolution of incidents, ensuring that service requests are fulfilled in a timely manner, and maintaining a log of all activities. The manager should have a strong understanding of incident management and service request management processes, as well as the ability to prioritize and escalate issues when necessary.
Required Qualifications
3 years relevant experience
To be considered for the role of Network Operations Center Manager, candidates must have at least 3 years of relevant experience. This includes experience in managing IT operations, preferably in a network operations center environment. Candidates should be able to demonstrate their knowledge and skills in areas such as network management, system administration, and IT service management.
Minimum of 3 years’ experience with Government Network Operations Experience and/or Operations Watch Officer Experience
In addition to general IT operations experience, candidates should have a minimum of 3 years’ experience specifically in Government Network Operations or Operations Watch Officer roles. This experience demonstrates an understanding of the unique challenges and requirements of working in a government environment, including compliance with regulations, handling classified information, and managing security incidents.
Education: Bachelor’s degree in Information Systems is preferred
A Bachelor’s degree in Information Systems or a related field is preferred for the role of Network Operations Center Manager. This educational background provides candidates with a solid foundation in IT concepts and principles. However, candidates with equivalent work experience and industry certifications may also be considered.
Clearance: Must possess a Secret clearance
Due to the sensitive nature of the work involved, candidates for the Network Operations Center Manager position must possess a Secret clearance. This clearance ensures that candidates have undergone a thorough background investigation and have been deemed eligible to handle classified information. Candidates should be prepared to provide documentation of their clearance status as part of the application process.
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Overview
We are currently seeking a qualified and experienced Network Operations Center Manager to join our team supporting DISA JSP ETM in Arlington, VA. As a leading high-tech company, TekSynap is dedicated to providing cutting-edge solutions and services to our clients. With a relentless focus on technology and innovation, we strive to meet the evolving needs of our Federal Government customers.
At TekSynap, we offer our full-time employees a competitive benefits package, including health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays. We also prioritize the safety and health of our employees, and comply with any vaccination requirements mandated by contract, applicable law, or regulation.
Competencies
To excel as a Network Operations Center Manager, candidates should possess a range of competencies that will enable them to effectively lead and manage the operations of the center. These competencies include:
- Establish Focus: The ability to set clear goals and objectives, and direct resources towards their achievement.
- Change Management: The ability to effectively manage and navigate through change, and help others adapt to new processes and procedures.
- Develop Others: The ability to mentor and develop team members, and foster a culture of learning and growth.
- Oral Communication: The ability to clearly express ideas and information orally, and convey complex technical concepts to both technical and non-technical audiences.
- Written Communication: The ability to effectively communicate in writing, including drafting reports, documenting procedures, and preparing written communications for senior management.
- Interpersonal Awareness: The ability to understand and navigate social dynamics and relationships within the organization, and to build rapport and trust with team members and stakeholders.
- Build Relationships: The ability to establish and maintain positive and productive relationships with clients, vendors, and other stakeholders.
- Analytical Thinking: The ability to analyze complex problems, break them down into their component parts, and develop effective solutions.
- Conceptual Thinking: The ability to think abstractly and develop innovative, high-level concepts and strategies.
- Strategic Thinking: The ability to think strategically and develop long-term plans and goals for the network operations center.
- Technical Expertise: A deep understanding of networking principles, network-based software applications, and IT service management best practices.
- Initiative: The ability to take initiative and proactively identify opportunities for improvement and optimization.
- Foster Innovation: The ability to encourage and support creative problem-solving and innovation within the network operations center.
- Results Oriented: The ability to set clear performance expectations and drive results, while maintaining a focus on quality and customer satisfaction.
- Teamwork: The ability to work collaboratively with others towards a common goal, and to foster a positive and inclusive team environment.
- Customer Service: A strong commitment to providing exceptional customer service and ensuring customer satisfaction.
Work Environment and Physical Demands
The Network Operations Center Manager role is based in Arlington, VA, and the work environment is primarily office-based. The noise level in the office is medium, and the typical work schedule is day shift Monday to Friday. However, there may be occasions when the manager is required to work evenings and weekends to meet program and contract needs.
While the physical demands of the job are generally light, there may be some requirements for physical activity, such as standing, walking, and lifting. The manager should be comfortable using their hands for tasks such as handling equipment and reaching for objects. Travel is expected to be less than 10% of the time.
Work Authorization/Security Clearance
To be eligible for the Network Operations Center Manager role, candidates must be a U.S. Citizen and possess a Secret clearance. This clearance demonstrates that candidates have undergone a thorough background investigation and have been granted the necessary security clearance to handle classified information.
Other Duties
It is important to note that the job description provided is not exhaustive and may not cover all activities, duties, or responsibilities that may be required of the Network Operations Center Manager. As the needs of the organization evolve, the manager may be assigned additional duties or responsibilities that align with their skills and expertise.
Equal Employment Opportunity
TekSynap is committed to providing equal employment opportunities based on merit, qualifications, and abilities. Employment decisions will not be influenced by factors such as race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information, or any other characteristic protected by law. This commitment to non-discrimination extends to all aspects of employment, including recruitment, hiring, promotions, compensation, benefits, and termination.
TekSynap also ensures equal opportunity for individuals with disabilities, making reasonable accommodations to enable them to participate in the application process and perform the essential functions of the job. Candidates with disabilities who require accommodation are encouraged to contact hr@teksynap.com for assistance.
Job Searches
In addition to the Network Operations Center Manager role, TekSynap also offers other job opportunities in the technology and software industry. Some of these positions include Inside Plant Manager, Outside Plant Manager, and Program Manager. Candidates interested in these positions can explore further details and apply through the company’s online job portal.
Navigation
To learn more about TekSynap and its services, interested individuals can navigate through the company’s website. The website provides information about the company’s mission, vision, and values, as well as details about its clients and projects. Visitors can also find contact information for reaching out to TekSynap for further inquiries or to request additional information.
Additionally, the website offers sections for the company’s terms and conditions, privacy policy, do not sell my info, and fraud terms of sale. There is also a help section available for users who may need assistance navigating the website or accessing certain features.
Visitors to the website can also find links to TekSynap’s social media accounts, including Twitter feeds. These accounts provide additional updates and information about the company, as well as opportunities for engagement and interaction with the TekSynap community.
