Availability Manager - Level 1 (TS/SCI Clearance with Full Scope Poly Required)

J T; Columbia (MD); On-site; USD 86,000 - 103,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Disability insurance

Paid holidays

PTO

Tuition reimbursement

401(k) with company match

Job summary

J T is seeking an experienced Operations Supervisor to oversee a 24x7 center, ensure SLAs are met, and coordinate incident response and communication with management and customer contacts.

The role focuses on process improvement, staff coaching, and delivering daily incident and SLA reports while scheduling coverage and collaborating across all levels of the organization in a fast-paced, mission-critical environment.

Qualifications

• Bachelor’s degree in engineering or equivalent.
• Substitution: 4 years of relevant network engineering experience may substitute for degree.
• Minimum 3 years related experience.
• Experience scheduling and supervising staff in a 24x7 environment.
• Active TS/SCI clearance with a current polygraph.

Responsibilities

• Oversee 24x7 operations center staff to meet SLAs.
• Implement core business processes and drive improvements for efficiency.
• Lead incident response during outages and coordinate notification to management and POCs.
• Evaluate staff performance, coach, and address performance issues to build a high-performing team.
• Prepare and deliver daily reports on incidents, changes, problems, and SLA status; develop major incident summaries.
• Prepare and manage scheduling to ensure continuous coverage in a 24x7 environment.
• Communicate professionally with all levels to foster collaboration and responsiveness.

Skills

Networking troubleshooting

Desktop support

ITSM tools

Monitoring tools

Education

Bachelor’s degree in engineering

Substitution: 4 years relevant network engineering experience

Tools

HP OpenView

SolarWinds

Splunk

Remedy

ServiceNow

Service Manager

Job description

Job Description

• Operational Oversight: Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
  

• Process Implementation & Improvement: Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.
  

• Incident Management Leadership: Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
  

• Staff Development & Performance: Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.
  

• Reporting & Communication: Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
  

• Scheduling: Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
  

• Collaboration: Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.
  

Required Shift

• Tuesday – Saturday 2:00 PM to 10:00 PM OR
  

• Wednesday – Saturday between 12:00 PM to 12:00 AM
  

Education

• Bachelor’s degree in engineering from an accredited college or university is desired.
  

• Alternative: Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
  

Experience

• Three (3) years of related experience.

• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.

Technical Skills

• Strong troubleshooting abilities in both networking and desktop support.
  

• Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
  

• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
  

Professional Skills

• Exceptional time management, communication, interpersonal, and presentation skills.
  

• Proven ability to communicate professionally with all levels of personnel and stakeholders.
  

• Strong leadership skills with a track record of developing high-performing teams.
  

Additional Requirements

• Ability to work in a fast-paced, mission-critical environment with shifting priorities.
  

• Availability to provide on-call support or work non-standard hours as needed.
  

• Active TS/SCI security clearance with a current polygraph is required.
  

Additional Details

• Salary Range: $86,000 - $103,000 (dependent on experience, education, and qualifications).
  

• Benefits Include: Comprehensive health insurance (medical, dental, vision), life and disability insurance, paid holidays and PTO, paid parental leave, tuition reimbursement, and a 401(k) plan with a company match.