Job Title	Location
Enterprise Operations Manager for ARC

 

Scope	The Command & Control Systems (C2S) Group is seeking an experienced Enterprise Operations Manager for the Action Request Center (ARC) to support the 4th Signal Center (Theater) residing in primary locations at Hawaii & Alaska USA and Okinawa, Japan as part of the Pacific-Theater Network Operations Security Center (PAC-TNOSC).   The Project Manager will be part of the computer network defense (CND) and security services team that will ensure the availability, integrity and confidentiality of the information and systems used in planning, coordinating, directing, controlling, and sustaining military forces. The Enterprise Operations Manager for ARC shall be responsible for supervising ARC personnel within the 4th Signal Center for the Pacific-Theater Network Operation and Security Center. The candidate will be working closely with the Enterprise Operations Director, Network Planning Manager, Cross-platform Security Manager, field engineers, and other IT staff members to assist PAC-TNOSC end-users on hardware, software and network related problems, questions and/or issues.
General Duties	Direct operational responsibility to: Possess advance technical skill and current knowledge in computer hardware, software, as well as networking systems in use at the customer site Answer, evaluate, and prioritize, incoming user questions/issues on software, hardware, networking, and other computer applications/technologies via telephone, voice mail, e-mails, and in-person request Troubleshoot wide range of operating systems, applications, networking, user access, email, telephone and wireless issues from ARC Interact with the users, collect information about the problem, and guide the users through diagnostic procedures to determine the source of the problem Collect information and escalate problem to the next level or appropriate team if problems persist after an ARC assisted diagnostic session Work with technical staff to create or enhance diagnostic procedures/process for on-site equipment to improve effectiveness of problem solving techniques and servicing the needs of the end-users community Open, classify, prioritize, track and close trouble report tickets submitted by the end-users on a timely manner Ensure quality of service and promote end-users satisfaction Manage and participate in a 24/7 on-call rotation Direct, supervise, and mentor a team of junior level ARC personnel
Required Qualifications	Must have 5-7+ years of experience in the area of end-user support or related field Must have experience on supervising the Call Center, Helpdesk, or phone support of end-users on hardware, software, and network Ability to troubleshoot a wide array of system, software, hardware and networking problems Must be IAT-III (CISSP) Certified with IT Infrastructure Library (ITIL) Fundamentals Must possess an active Secret Clearance Must meet overseas medical deployment qualifications   REQUIRED EDUCATION (INCLUDING MAJOR) Bachelor of Science/Arts Degree in Engineering or Computer Science or Science or Mathematics
Desired Qualifications	Familiarity with a wide variety of computer applications, operating systems, networks in a mixed platform operational environment Experienced in personnel, and risk management Lean Six Sigma Certification (LSS), ISO-IEC Certification for Information Technology Service Management or equivalent experience is preferred Ability to perform effectively in a fast paced environment with short timelines Ability to maintain a professional and courteous manner in difficult situations Ability to maintain high quality work and response to wide range of end-user questions and inquiries effectively Ability to work on computer and phone for long period Strong verbal and written communication skills with end-users by phone, e-mail, instant messaging, and/or face to face

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