Computer Services Manager, Sr. (Eastern Range)

American Communications Solutions and By Light Professional IT Services, together as Full Spectrum Operations (FSO) are hiring dedicated and talented IT professionals under the Eastern Western Operational Communications Services (EWOCS) contract. EWOCS provides reliable high-quality communications and innovative IT solutions for the Guardians, Airmen, and Government agencies assigned to Patrick Space Force Base, Cape Canaveral Space Force Station, and Vandenberg Air Force Base. Be a part of the team that delivers excellence in national missile defense, human space flight, space launch, and combat rescue!

Position Overview

By Light Professional IT Services is seeking a Computer Services Manager to join our team. This position is responsible for responding, prioritizing, and coordinating resolution of service requests residing on Air Force networks (NIPR/SIPR).

Responsibilities

• Responsible for supervision of Customer Service Representatives and Computer Services Engineers
• Timesheet approver
• Operational Manager
• Escalation point of contact for the contract structure
• Actively monitor the Service Level agreements to ensure the metrics are met
• Monitor and perform Q/A Functions on tickets and SOPs
• Ensure the completeness and accuracy of tickets
• Be a POC for technical escalation within the team and to tier 3/4 support.
• Weekly and monthly reports as required by management to include status of projects/Operations.
• Duties to include Queue management for the region/team.
• Provide remote support as well as onsite support for customers at PSFB, CCSFS, and GSU's, and Very Important Persons (VIPs) as necessary
• Interface for all service requests related to SLD45 Communications environment and mission applications
• Provide Operations & Maintenance (O&M) support of the Delta
• Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the prioritization level and SLAs identified by the Government
• Ensure customer satisfaction benchmarks and current metrics are tracked.
• Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication)
• Provide end-user account administration services (add/change/remove)
• Provide deskside support to resolve customer service requests

Required Experience/Qualifications

• Bachelor's Degree (and) 4 years of related experience. Without a Bachelor's/Technical Degree, 8 years of related experience is required
• Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP

Preferred Experience/Qualifications

• Experience working in an environment supporting Executive customers with information technology requirements
• Familiarity with Air Force BMC Remedy system
• Familiarity with Air Force CIPS system

Special Requirements/Security Clearance

• Active DoD Secret Clearance