Network Monitoring/Service Desk Program Manager

Job Description Summary:

GDIT is seeking an experienced Network Monitoring/Service Desk Program Manager to join its Intelligence and Homeland Security (IHS) Group. In this role you will perform as a domain knowledge expert with experience managing enterprise-level Network Monitoring and Service Desk support consisting of multiple Tiers, including 24X7X365 support, and providing monitoring and sustainment support from SW inception through operations.  You will bring your demonstrated ability to understand government expectations and partner it with technology for desired business results.  

As the Network Monitoring/Service Desk Program Manager, your primary responsibilities will be to establish and promote best practices throughout the technical support process

• Lead effort to interact with the user community and provide services for any impacts or issues/problems identified and reported in trend analysis
• Oversee operational incident management and recommend enhancements of the customer’s monitoring suite of solutions, including working with service owners to ensure proper monitoring procedures are in place and necessary adjustments are made.
• Ensures Network Monitoring and Service Desk processes are well documented to ensure free flowing escalation and information within the organization
• Provide expert setup, configuration, support, troubleshooting, usage guidance, and training to our engineering staff for supported tools and infrastructure
• Track and monitor the health of the capability delivery services to include Scheduled and Emergency Maintenances
• Manage all incident response and monitoring system in terms of Operations-Based, Ticket & Alert-Driven mindset 
• Drive Ticket Deep Dive and develop strategies for continuous improvement
• Be a primary point of contact for the coordination of staff and resources and staff during outages and customer affecting events
• Utilize monitoring, performance analysis, network management, software, and hardware equipment to troubleshoot and isolate problems, gauge network performance, and trace data and protocol activity
• Identify problems and implement solutions, identify, recommend, develop, and implement customer training programs to increase computer literacy and self-sufficiency
• Gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in call center issues
• Continuously review reporting requirements and current data collection methods to ensure efficiency. Work with teams to collaborate on the most efficient way to report and retrieve data
• Participate in the IT Change Management process, including drafting plans, system testing and application of controls for all updates made to a test or production environment 
• Experience driving discussions with senior government personnel regarding trade-offs, best practices, project management and risk mitigation
• Experience creating dashboards to track service health that appeal to both technical and non-technical audiences

• Required Qualifications:

• Minimum 20+ years IT experience
• Education: Master’s degree in Computer Science, IT, Systems Engineering, or a related field
• Project management experience managing operational and maintenance support with minimum of 20-30 FTEs
• Ability to multi-task with numerous actives running concurrently
• Proven experience working closely with management and technical teams on understanding the overall direction/scope of various projects and translate those into effective processes and artifacts
• Understanding of software development lifecycle methodologies and practices
• Experience with development, maintenance, and ongoing actions related to continuous integration, automation, and development of network tools
• Prior experience in overseeing development and dissemination of information for trend analysis and documentation

• Successful candidate will have completed one or more of the following certifications:

• ISACA - Certified Information Systems Auditor (CISA)
• ISACA - Certified in Risk and Information Systems Control (CRISC)
• ISACA - Certified Information Security Manager (CISM)
• ISACA - Certified in Governance of Enterprise IT(CGEIT)
• (ISC)2 - Certified Information Systems Security Professional (CISSP)
• (ISC)2 - Certified Authorization Professional (CAP)
• COMPTIA – Security+
• ITIL 4 - Intermediate certification with Service Operations Module Certifications

• SAFe/Agile experience a +