Production Support Manager

Clearance Level
Secret
Category
Information Systems Management
Location
Rosslyn, Virginia
Onsite Workplace
Key Skills For Success

Data Center Management

Information Technology (IT)

People Management

Strategic

REQ#: RQ164377
Requisition Type: Pipeline
Job Description

The Production Support Manager will deliver the support for the management and operations of its U.S. Department of State (DOS), Bureau of Population, Refugees, and Migration (PRM) Refugee Processing Center (RPC) Operations. The scope of responsibility includes components of overseas and domestic refugee case processing, Information Technology (IT) infrastructure and network support, the maintenance and enhancement of PRM’s refugee case processing software and data analytics capabilities, and cybersecurity compliance according to DOS policy and guidelines.

HOW A PRODUCTION SUPPORT MANAGER WILL MAKE AN IMPACT

  • Position GDIT as trusted advisor with Federal Government Clients. Lead teams to meet and exceed SLAs and KPIs while mitigating risks, controlling costs and managing to schedules.

  • Under the general direction of the DevOPS Manager, responsible for data center operations and production availability.

  • Manages a large group of personnel in four teams including Help Desk, Systems Administration, Database Engineering, and Software Deployment, for successful performance consistent with contractual agreements.

  • Develops and implements technical innovations to improve the reliability and performance of network connections and servers with users and servers at many overseas sites.

  • Leads program efforts to maintain a proactive, effective, and compliant cyber and application security posture. Ensures compliance with industry best practice as well as Federal and Department of State information system security requirements,

  • Provides complex engineering analysis and support for networks, firewalls, routers, and operating systems.

  • Manages the System Administrator Manager, who is responsible for the intranet, global communication circuits, servers, routers, SAN, virtualization platform, etc.

  • Collaborates with the Data Manager, whose team is responsible for database administration, data integrity, data quality, reporting, statistics, and predictive analytics.

  • Supports the standing up and maintenance of all environments. This includes multiple development, test and UAT environments and the production environments.

  • Manages the Helpdesk Manager, whose team is responsible for managing the day-to-day tasks of the helpdesk.

  • Mentors team members in terms of skills, tools, and processes needed to support this work.

  • Acts as a lead for junior and mid-level staff; leads and mentors direct report(s) to grow the leadership team on the project - Works closely with customer(s) and team to ensure open and regular communication, both written and oral. - Develops, implements and manages project schedule and budget to meet contractual requirements. - Identifies new capabilities to present to customer(s) to grow business and leverages existing customer relationships to identify new customers that need current and new capabilities. – Oversees the initiating and planning of program/project activities and analysis, and performs professional or technical work related to program management. Manages the execution effort by controlling scope, budget, schedule, quality, risk, customer satisfaction in accordance with the contract requirements. - Attends to staffing needs, such as interviewing, rewards & recognition, mentoring, and conflict resolution. – Responsible for compensation management and annual performance evaluation of staff members. Ensure that all personnel are provided with the best guidance, constructive criticism, and candid evaluation possible. - Work with the entire Production Support staff to ensure good training plans and compliance training.

  • Manages the evaluation of implications/risks on existing or proposed projects, programs, processes, and policies/laws and implements improvements.

  • Ensure efficient delegation to the Production Support Team Leads to eliminate any single point of failure conditions within the Production Support Group Manager position.

  • Receive and understand task priorities as articulated by the PM, Deputy PM, or the client. Plan delegations and individual work load in conjunction with those priorities.

  • Ensure that all data sharing, networking connections, and reporting requirements with our RPC partners and PRM are maintained in accordance with documented agreements.

WHAT YOU’LL NEED TO SUCCEED:

Required:

  • A Bachelor's degree from an accredited university or college in a technical field such as Information Systems, Information Sciences and Technology, Engineering, Computer Science, etc., or the equivalent combination of education, technical training, or work experience.

  • Minimum of (5) years of progressive management experience

  • At least ten years of hands-on experience in work similar to that being supervised

  • Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use

  • Proven experience in data center operations, system administration, database management, help desk operations, network design, project management, and technical support

  • Excellent verbal and written communication skills Excellent client facing and internal communications skills

  • Solid organizational skills including attention to details and multi-tasking skills

  • Experience supporting the United States Refugee Assistance Program (USRAP) that provides protection, eases suffering, and resolves the plight of persecuted and forcibly displaced people around the world.  This includes refugees, migrants, stateless individuals, Internally Displaced Persons (IDP), and more.  Experience supporting the coordination of humanitarian policy and diplomacy, providing life-sustaining assistance, working with multilateral organizations to build global partnerships, and promoting best practices in humanitarian response.

Desired:

  • Recent experience (within the last 5 years) coordinating an organization’s shift toward implementing and executing modern IT delivery methodologies (e.g., DevSecOps, Agile, AIOps).

  • Experience providing oversight of Projects and Engineering Teams.

  • Experience in delivering and maturing ITSM and other functions using ServiceNow.

Location:

  • Rosslyn, VA.

Timeline:

  • This posting is contingent, expected to start in May of 2024.

Clearance:

  • Must be able to obtain and maintain a Secret clearance. A Secret clearance is preferred.

GDIT IS YOUR PLACE:

  • 401K with company match

  • Comprehensive health and wellness packages

  • Internal mobility team dedicated to helping you own your career

  • Professional growth opportunities including paid education and certifications

  • Cutting-edge technology you can learn from

  • Rest and recharge with paid vacation and holidays

Work Requirements
Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.