GDIT is currently seeking a talented Shift Lead with an active TS/SCI clearance to provide monitoring, and advanced support for customers globally. The successful candidate will be responsible for providing multiple services in the realm of Unified Communications and Network Operations to include monitoring, identification and troubleshooting of issues within the Enterprise, supporting a 24x7 NOC (Network Operations Center). Responsibilities include resolution and customer support for all managed networks plus scheduled or active Video Teleconferences. Candidate will become familiar with the use of Putty, SMC, GEM, SPLUNK, NA, NNMi, VC Wizard, Multipoint Control Unit (MCU), Telepresence Management System (TMS), CUCM and various other tools as required.
NOC is 24x7 shift work; to include weekends and holiday for all employees
Day Shift: 6am – 2:30pm
Swing Shift: 2pm – 10:30pm
Mid Shift: 10:30pm – 6am
Desired Skill Level Requirements:
Lead a team of technicians with various skill sets that provides operations, maintenance and service support of voice, video, and/or data communications networks across the Enterprise
Display a vision consistent with supporting Contract goals and objectives
Capable of developing plans and procedures
Ability to conduct trend analysis
Communicate effectively and professionally both written and verbally
Understand and oversee daily network and unified communications operations without supervision
Knowledge of contractual obligations and services provided
Knowledge of company policies and procedures
Ability to create a team environment and improve / sustain employee morale
Self-starter: takes initiative to complete the mission with excellence and minimum supervision
Capable of multitasking and maintaining a professional demeanor under pressure
Technical Skills commensurate with CCNA and/or CCNP Collaboration
Understanding of Information Technology Infrastructure Library (ITIL) principles at a foundation level
Experience tracking and troubleshooting and reporting network incidents
Demonstrate collaborative efforts across multiple teams
Maintain the reputation of the NOC by demonstrating customer service skills and support.
Monitor Enterprise WAN infrastructure and report to ITOC and NOC management pertaining to network faults and isolations
Attend meetings and brief the customer on Operational statuses
Ensure compliance with GDIT and NOC policies and procedures
Oversight of NOC ticket queues and queue management process
Promptly escalate issues that affect service delivery and/or quality of service
Track, plan, and monitor scheduling and attendance
Enforce account management policy and compliance
Review and update SOP, guides, and procedures quarterly
Participate in the interviewing and staffing process
Provide regular training and technical guidance for team
Perform administrative functions to include Performance Management, Performance Appraisals, Employee Recognition, Onboarding / In-Processing, Resignation / Termination, and Training Requests IAW established policy and guidelines
Review email daily and regularly monitor and remain engaged in chat groups with team, ITOC, and management
Provide expertise and assistance to customers as needed
Conduct and maintain thorough documented and verbal pass down between shifts
Maintain cleanliness of work environment
Manage additional duties as assigned by management
Maintain current knowledge of relevant technology as assigned
Participate in special projects as required
Effective Communication skills - verbal and written
Problem analysis and problem solving
Attention to detail and accuracy
Customer Service oriented
Ability to work independently within a Team Concept
Ability to multitask in a stressful environment
Bachelor's Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; 5-8 years of directly related work experience.
Minimum Certification Requirement:
IAT II Certification (Security+ CE)
CCNA (Highly Desired)
CCNP Collaboration (Highly Desired)
Must have a TS/SCI Clearance and the ability to obtain required Polygraph
Pursuant to a customer requirement, this position is contingent on providing proof of COVID-19 vaccination or submitting to regular COVID-19 testing at your own expense.
Must be able to meet customer facility COVID requirements
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.