EMOC Shift Manager

Responsibilities

Peraton is seeking an EMOC Shift Manager to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer.

 

We are seeking a Shift Lead for the Tier 2 Service Desk to:

• Provide leadership and technical expertise to support operations of 24x7 engineers, Incident Management, Event Management, Request Fulfillment, ITSM Queue Management, Bridge Management actions for hybrid government infrastructure. 
• Enable world-wide customers the ability to access and operate mission-critical applications in support of mission requirements.
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Day to Day Work Responsibilities:

• Monitor, manage and triage IT infrastructure systems to ensure operation, reporting of anomalies, call-out of engineering staff in coordination with Incident Manager and resolution of issues with physical and virtual datacenter environment.
• Provide leadership written and verbal reporting to support operations.
• Maintain knowledge and communicate status of the customer environments including providing reporting and updates as needed.
• Support training and development of more junior staff on ITSM and customer IT environment specific technologies and processes.
• Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors.
• Provides personal computer, hardware, and software support to internal and/or external customers.
• Diagnoses reported hardware, software, and network problems; resolves problems or contracts additional technical support as necessary.
• Maintains network diagrams and circuit records, maintains trouble logs, instructs users in the use of computers.
• Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases.
• Performs basic PC, PBX, and network software programming.
• Providing leadership and technical expertise to support operations of 24x7 Tier 2 Service Desk supporting System Administrators with hosting in the USMC enterprise application hosting environments; Peer leader in operation of 5-person shift.
• Execution of Data Center Service Desk processes, functions, activities and tasks.

Qualifications

Basic Qualifications:

• U.S. Citizenship required and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance
• Bachelor’s degree and 2 years’ experience or Master’s degree and 0 years’ experience or HS diploma/equivalent and 6 years relevant experience 
• Strong writing and communication skills.

Preferred Qualifications:

• Experience and ability to triage infrastructure and application incidents and events for effective resolution.
• Experience with Active Directory account and server management and monitoring.
• Experience preparing documentation and briefings for leadership in a concise and effective manner.
• Experience with server administration: Microsoft Windows Server, Red Hat Linux (RHEL), SharePoint.
• Experience with monitoring and management tools such as Solarwinds, MS SCOM.
• Experience with enterprise/datacenter Service Desk Operations including use of a service management tool (Remedy preferred).

Benefits:  

 

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

 

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.