Night Shift Supervisor

Gridiron IT is seeking a Deputy Shift Supervisor to work Night Shift in Reston, VA. You will assist the Shift Supervisor to help facilitate Operations through queue management, incident resolution, and escalation management (personnel and performance issues). These responsibilities are in addition to Escort and WADE Operator roles.

Queue Management / Incident Resolution: Provide Fairfax Operations management of
SSM queue and personnel management
Serve as the Primary Point of Contact (POC) for IcMs on assigned shift
Manage IcM queue with SWA management team
Escort Anchor: Support responsibilities as needed based on leads availability as detailed in Responsibilities section below
Incident Management: Serve as an escalation path point of contact for internal and client-facing incidents, including but not limited to after shift hours support
Escalation Management: Personnel management and issue escalation to drive improvements in Operator performance
Recommend documentation/Knowledge Base updates to improve operations
Document personnel or performance issues in program event record tracker
Escalate concerns/incidents to other Leads for awareness ?
Responsibilities

Participate in/lead meetings based on schedule
Daily Shift Supervisor Handoff
Daily Operations Shift Handoff
Escort Anchor responsibilities
Assist the Shift Supervisor to facilitate Escort Handoff Calls
Report total # of escorts during shift, gather number from the "Completed JIT Requests" in SSM
Report # of unhandled requests and environmental data that led them to be unhandled. (e.g. A large influx of requests, Excessive call-outs, SSM issues)
Report # of security incidents and discuss any circumstances that led to the incident
Report environment events such as Jump Box patches/tool outages
Provide updates to the next anchor to relay information to upcoming shifts
Support Escort Operations workflow through the following:
Monitor the General Teams chat to assist escort operator questions/concerns
Manage Unhandled queue (in coordination with the Shift Supervisor and Incident Response Leads)
Moving requests from Pending to Unhandled in under 15 minutes. (Click "Reschedule" around 13 minutes if it seems no operators or shared will be available to service request)
Informing developers when they are moved to the unhandled queue without being serviced. "Rescheduled" Re-Scheduling Escorts Requests for No Resources (Unhandled)
Assisting Escort Operators in ‘reaching out’/'follow-up' with Unhandled JIT Escort requests
Continuously Monitor SSM queues/HUDs.
Encourage 2:1 escorts when queues are getting backed up
Create IcMs (or designate an individual to do so) in the event of a system anomaly (e.g. Stuck request in SSM, Portal is not accessible for all/some escorts, etc).
Escalate to Escort Lead when issues arise that require amplifying information or escalation
BCP Coordinator responsibilities
Personnel Management
Serve as an onsite presence for personnel located at primary assigned office and visit other site(s) as coordinated
Actively participate and support program and account engagement initiatives
Support resource performance initiatives to include training and career development
Minimum Qualifications

Bachelor’s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience.
3-5 years of experience in Information Technology with 2 years of experience managing IT staff.
2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.
Security Clearance Qualifications

TS clearance level required.
CJIS Investigation
Certifications/Licensures

Microsoft Azure Fundamentals preferred.
CompTIA Security+ preferred
PMP or ITIL preferred.
Preferred Skills

Experience in supporting Azure/AWS cloud.
Experience with system administration support tools such as Windows/Linux
Experience supporting a 24x7 cloud-based environment.
Experience in supporting Cloud based environment and tools such as Azure.
Experience analyzing, troubleshooting, and providing solutions for technical issues.
Strong organizational and multi-tasking skills
Review system logs to identify and mitigate system issues.
Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
Updating knowledge base troubleshooting guides and lessons learned as required.
Document system issues resulting in system outages and coordinate change though change management process.
Monitor solution performance according to client specification and SLAs, escalate as needed.
Other Job Specific Skills

Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long-term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem-solving and decision-making.