Operations/Technical Support Manager

Overview

JOB TITLE: Operations/Technical Support Manager

GOVERNMENT AGENCY : DOJ LESIS (Law Enforcement Services & Information Sharing)

POSITION INFORMATION : Full-Time Position; Government contractor supporting DOJ LESIS

LOCATION: Remote

POSITION TIMING: Position requires DOJ Public Trust clearance; candidate can start once complete (2-4 weeks)

BENEFITS: Health, Dental and Vision, 401(k), Flexible Spending Account (FSA), 11 Paid Federal Holidays, PTO, education reimbursement

ITC Federal, Inc. is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC's mission is to apply earned expertise in information technology and information assurance/security to assist this client in achieving its mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

ITC is seeking an Operations Technical Support Manager to join our LESIS team supporting our customer at the Department of Justice. The individual will provide technical and management oversight and solutions in support of our customer providing JCIS (Justice Criminial Information Services) to the Law Enforcement community.

Department of Justice (DOJ) Office of the Chief Information Officer (OCIO) Law Enforcement Services and Information Sharing (LESIS) Section serves as the FBI Criminal Justice Information Services (CJIS) Systems Agency (CSA) for hundreds of DOJ, as well as other Federal and Tribal public safety agencies and entities. It is responsible for establishing and administering an information technology security program across its User Agencies while providing the technical capabilities to access national crime information systems for authorized criminal and non-criminal justice purposes.

Responsibilities

RESPONSIBILITIES:

• Strategizes with Service Owner and program stakeholders to explore new business requirements, opportunities, customer issues and needs, and develops fiscal year roadmaps.
• Facilitates, and/or leads customer liaison coordination meetings to improve customer and service issues and derive new requirements.
• Develop white papers and presents program strategic roadmaps to senior leadership.
• Ensure projects align to business goals.
• Assists with managing, monitoring and delivering program requirements (SLAs and Deliverbles).
• Aligns service management processes to ISO 27/20K controls.
• Analyze and evaluate existing policies to ensure alignment with organizational goals, objectives and legal requirements. Assist with drafting new policies and amendments.
• Performs project planning, monitoring and control to include task resourcing, and deliverable management.
• Manages vendor relationships to ensure compliance with contracts.
• Oversees and manages projects to system releases, deliverables, and data calls.
• Review, triage and analyze support tickets; identity trends and solutions
• Coordinates and facilitates the resolution of emergent operational support issues.
  
  

Qualifications

REQUIRED:

• 10+ years of experience focused in ITSM, Business Processes, System Auditing and Policies
• 5+ years of Prorgam Management and Leadership experience in Federal Government space, preferably DOJ
• Significant understanding of project management fundamentals and ability to work within project constraints
• Experience using automation/tools to collect and analyse system and program metrics
• Demonstrated ability to use MS Office Suite to include Word, PowerPoint, Excel to include SharePoint
• Excellent analytical, problem solving, and presentation skills
• Excellent customer relationship management skills
• Prior Law Enforcement exposure or familiarity with federal/state law enforcement
• Ability to coordinate and manage multiple tasks and priorities
• Strong communication and interpersonal skills for effective stakeholder management
• Proficiency in project management tools and software i.e. Microsoft Project, strongly preferred
• Experience utilizing and working in Dyanmics
  
  

Security Clearance Requirements

• Ability to obtain a DOJ public trust clearance; candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer.
  
  

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

ITC Federal, Inc. is an equal opportunity/affirmative action employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.