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IT Operations Manager in Jeffersonville, IN at Unisys Federal Systems

Date Posted: 10/24/2018

Job Snapshot

Job Description

We are currently seeking a motivated, career and customer oriented IT Operations Manager to join our team in Jeffersonville, IN to begin an exciting and challenging career with Unisys Federal Systems.


In this role you will be responsible coordinating and overseeing all IT Support hardware, software and systems administration processes and operations in support of a data capture and processing function that directly supports the Decennial Census. The Operations Manager reports directly to the FITd Field Operations Support Manager and works closely with USCB stakeholders to define, document, and adhere to prescribed solutions and staffing schedules for PDC support.

Responsibilities shall include:
Serve as a liaison to USCB stakeholders
Schedule staff to meet coverage needs throughout the 2020 Census lifecycle, adhering to guidance and requirements from USCB
Manage the overall IT support and PDC system administration activities
Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Develop policies and procedures that outline how problems are identified, analyzed, documented, assigned, tracked and resolved.
Develop and manage service request handling and escalation policies and procedures.
Oversee the training, tasking and administration of Service Desk staff while adhering to established system administration policies and procedures managing the IT environment.
Ensure staff maintains accreditations, completes required training and adheres to all security policies and directives.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Monitor incident trends and anticipate potential problems for proactive resolution.
Provide periodic reports as defined by the program management office to track performance objectives, maintain established SLAs and show current activities, future anticipated activities and predictive trend analysis as needed.
Work with USCB stakeholders in developing SLAs to establish problem resolution expectations and timeframes.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Maintain site stock and asset control.
Work with external suppliers to complete all equipment repairs and warranty work.
Work with USCB stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation –end user instructional guides help sheets, usage guides, FAQs).
Attend meetings, training sessions and/or workshops as required.
Initiate and participate in Emergency Response Team (ERT) activities, as necessary.
Update system status information in accordance with SOPs and/or KBAs.
Coordinate and manage dissemination of outgoing correspondence and notifications.
Work alongside USCB stakeholder team to interpret and communicate data effectively.
Collaborate with other USCB PDC stakeholders for maintaining, supporting, and troubleshooting PDC software and hardware.
Collaborate with other USCB PDC stakeholders for installing PDC software and hardware.
Collaborate with other USCB PDC stakeholders in developing SLAs to establish problem resolution expectations and timeframes.
Collaborate with other USCB PDC stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation –end user instructional guides help sheets, usage guides, FAQs).
Support IT Security Certification, Accreditation, Authorization, and Compliance Activities.
Ensure compliance with appropriate SLAs.

Requirements

Position Requirements:
U.S. CITIZENSHIP REQUIRED
BS degree in a Computer Science Engineering, Information Science, or Information Systems Management field or equivalent.
Minimum of 10 years’ experience supervising and managing an IT service desk and System Administrators.
Experience in a Windows and Linux/UNIX environment providing technical support to users.
Experience in a Windows and Linux/UNIX environment installing, troubleshooting and configuring PCs and peripherals.
Experience applying IT security principles, methods and tools.
Experience working with and troubleshooting technical problems for hardware and systems used in PDC operations such as (e.g., high-speed scanners, conveyors, joggers, sorters, extractors) is a plus.
Experience working with customers, gathering and understanding customer issues.
Retired Military candidates are encouraged to apply.
Excellent written and verbal communication experience with peers, stakeholders, and management.
Have extensive experience with incident tracking software such as Remedy and Service Now.
ITILv3 certification is required.
Must have the ability to obtain a Federal Gov’t clearance.
Other preferred certifications: MCSE, CCNE, CCNA and manufacturer’s certs such as: HP, Dell, Lenovo, Apple, etc.

About Unisys

Do you have what it takes to be mission critical?


Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.  As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.


Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.


Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.


Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.


Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.
#FED#


Req ID = 2018-4980