Tier 3 Service Delivery Manager

Responsibilities

OBXtek is staffing a Tier 3 Service Delivery Manager for the Account Provisioning and Reconciliation (APR) team, specializes in advanced technical services at USDA, focusing on complex tasks that require a high level of expertise. The team manages Active Directory accounts, including modifications and deletions, ensuring appropriate user permissions and access levels across the organization, which is critical to maintaining security, compliance, and operational effectiveness.

The APR team’s expertise is demonstrated through its management of specialized tasks such as the maintenance of resource accounts, distribution lists, and Active Directory data updates. For instance, our team handled over 1,400 resource account and distribution list maintenance requests, and 1,224 Active Directory data updates, ensuring the accuracy and security of user accounts. Key responsibilities also include managing permissions for shared drives, mailboxes, and email distribution lists, enhancing communication flow and data security. Additionally, tasks like LincPass exemptions, PII location changes, and Local Workstation Admin Install permissions further highlight our focus on compliance and security within federal standards.

In addition to account management, the APR team excels in resolving technical issues such as Microsoft 365 support, printing problems, and software and hardware challenges.

 

Role Specific Responsibilities:

• Review incoming work (incidents, work orders, and change requests) for the Tier 3 team to load balance the team's responsibillities.
• Consider capabilities and capacity of the team for distributing work assignments.
• Work with the Tier 3 QA/QC team to improve performance and refine assignments.
• As needed, participate in interviewing, hiring, and conducting performance reviews.
• As needed and in conjunction with OBXtek HR and management, identify growth opportunities for the staff as well as develop plans to achieve that growth.
• Provide Tier 3 Technical Support to the USDA client

 

Tier 3 Technical Support Responsibilities:

Account Management & Provisioning

• Manage Active Directory (AD) accounts, including creation, modification, and deletion, ensuring proper user permissions and security.
• Administer resource accounts, distribution lists, and shared mailboxes, handling over 1,400 maintenance requests and 1,224 AD data updates annually.
• Oversee permissions for shared drives, mailboxes, and email distribution lists to enhance communication flow and data security.
• Process specialized requests such as LincPass exemptions, Personally Identifiable Information (PII) location changes, and Local Workstation Admin Install permissions to meet federal compliance standards.

Advanced Technical Support

• Provide expertise in resolving advanced issues related to Microsoft 365, printing systems, and hardware/software challenges.
• Handle escalations from Tier 2 for root cause analysis and provide clear documentation of fixes.
• Troubleshoot security issues, including application control and local firewalls, and network problems involving remote access and VPN configurations.
• Support COTS and GOTS software installation, configuration, and functionality.

Active Directory & Data Management

• Perform detailed audits and updates for user and computer objects in AD, ensuring accuracy and compliance.
• Manage the maintenance and reporting of shared mailboxes, distribution lists, and resource accounts.
• Administer SCCM for patch and vulnerability management and generate detailed reporting to ensure system integrity.

Network & Security Management

• Troubleshoot and resolve issues related to DHCP, IP, DNS, VLANs, and port configurations.
• Address OSB Security Incidents and ensure compliance with security vulnerability management processes.
• Configure and maintain network printers, scanning solutions, and print queue management.

Server Administration

• Oversee server data management, print server administration, and server disk reporting.
• Respond to server alerts and manage litigation hold tickets.
• Coordinate tasks and projects involving Tier III and Federal IT resources.

Compliance & Security

• Ensure tasks align with federal security standards and organizational compliance policies.
• Focus on enhancing data security through consistent updates and vulnerability management.
• Support PII security measures and account provisioning workflows to maintain organizational integrity.