Enterprise NOC-Service Desk Manager

Koniag IT Systems LLC a Koniag Government Services company is seeking an Enterprise NOC/Service Desk Manager to support KITS and our government customer Washington DC. This position requires the candidate to be able to obtain a Public offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and IT Systems LLC a Koniag Government Services company is seeking an experienced and dynamic Enterprise NOC / Service Desk Manager to lead and oversee the combined operations of a Network Operations Center (NOC) and multi-tier Service Desk environment. The ideal candidate is a seasoned IT operations leader with a proven track record of managing high-performing technical teams driving operational excellence and delivering reliable mission-critical IT services in complex enterprise or government environments. This individual will serve as the senior operational leader responsible for the day-to-day performance continuous improvement and strategic direction of integrated NOC and Service Desk functions ensuring that services are delivered efficiently incidents are resolved swiftly and end users and stakeholders receive consistently exceptional support. The Enterprise NOC / Service Desk Manager will be responsible for the strategic leadership day-to-day management and continuous improvement of an integrated NOC and multi-tier Service Desk operation supporting a large-scale enterprise IT environment. This individual will oversee all aspects of NOC and Service Desk performance including team leadership incident and event management SLA compliance ITSM process governance staffing and scheduling vendor coordination and stakeholder engagement. The Enterprise NOC / Service Desk Manager will serve as the senior point of accountability for IT operations service delivery working closely with IT leadership program managers and government stakeholders to ensure that operational outcomes align with mission objectives and contractual requirements. Principal responsibilities will include but are not limited to:Provide strategic and operational leadership for the combined NOC and Service Desk functions overseeing all Tier 1 through Tier 3 support operations event and incident management activities and IT operations center functions across the mentor and develop a team of NOC analysts service desk technicians team leads and specialist staff fostering a high-performance culture built on accountability continuous learning and exceptional service monitor and enforce operational performance standards SLA targets and key performance indicators (KPIs) for both NOC and Service Desk functions taking proactive action to address performance gaps and drive continuous the end-to-end incident management lifecycle ensuring that all events and incidents are detected triaged escalated resolved and closed in accordance with defined processes SLAs and stakeholder as the senior escalation point for high-priority major and P1/P2 incidents coordinating cross-functional technical response efforts managing stakeholder communications and driving rapid resolution and service and govern ITSM processes within the NOC and Service Desk environment including incident problem change request knowledge and asset management ensuring alignment with ITIL best practices and organizational with problem and change management teams to ensure that recurring incidents are investigated for root cause known errors are documented and mitigated and changes to the environment are assessed and implemented with minimal operational implement and continuously improve NOC and Service Desk operational procedures runbooks escalation paths and standard operating procedures to ensure consistent efficient and compliant service staffing scheduling and workforce planning for a 24/7 or extended-hours operational environment ensuring appropriate coverage levels across all shifts and minimizing gaps in operational support the configuration utilization and continuous improvement of ITSM platforms (e.g. ServiceNow) and NOC monitoring and observability tools ensuring that systems are effectively supporting operational workflows and reporting and deliver regular operational performance reports dashboards and executive briefings for IT leadership program management and government stakeholders communicating service delivery outcomes incident trends SLA performance and improvement vendor and contractor relationships relevant to NOC and Service Desk operations including monitoring tool vendors managed service providers and staffing partners ensuring that contractual obligations and service commitments are and support continuous service improvement (CSI) initiatives leveraging operational data incident trends and stakeholder feedback to identify and implement meaningful enhancements to NOC and Service Desk capabilities and with IT infrastructure cybersecurity application and project teams to ensure that NOC and Service Desk operations are aligned with broader IT strategy enterprise architecture standards and organizational change contract delivery requirements including participation in program reviews status reporting deliverable preparation and coordination with the Contracting Officers Representative (COR) as compliance with all applicable organizational policies federal regulations and security requirements governing IT operations data handling and personnel conduct within the NOC and Service Desk and Experience:Required:Bachelors degree in Information Technology Computer Science Information Systems Management or a related field from an accredited college or university or equivalent work experience.8 years of progressive experience in IT operations NOC operations or IT service desk environments with demonstrated growth in technical and leadership responsibilities.4 years of experience in a management or senior leadership role overseeing NOC Service Desk or combined IT operations center functions including direct responsibility for team performance SLA compliance and operational experience managing ITSM processes including incident problem change and knowledge management within an enterprise ITSM platform such as managing 24/7 or extended-hours operational environments including shift scheduling on-call management and after-hours escalation :Masters degree in Information Technology Information Systems Management Business Administration or a related v4 Managing Professional or equivalent advanced ITIL managing IT operations in a federal government Management Professional (PMP) certification or equivalent program/project management Skills and Competencies:Exceptional leadership and people management skills with a demonstrated ability to build develop and retain high-performing NOC and Service Desk teams in a dynamic mission-critical operational communication skills in English both written and oral with the ability to effectively engage technical staff executive leadership program managers and government stakeholders at all knowledge of ITIL-based IT service management frameworks and their practical application within NOC and Service Desk environments including incident problem change request knowledge and event management -on proficiency with enterprise ITSM platforms particularly ServiceNow including experience overseeing platform utilization reporting and continuous improvement of ITSM workflows and managing and optimizing NOC monitoring alerting and observability platforms such as Splunk SolarWinds Dynatrace Nagios or equivalent tools within an enterprise IT operations analytical and data-driven decision-making skills with the ability to interpret operational metrics identify trends and translate insights into actionable improvement experience managing major incident response activities including cross-functional technical coordination executive stakeholder communication and post-incident review to develop and manage staffing plans shift schedules and workforce capacity models for 24/7 or extended-hours operational developing and delivering executive-level operational performance reports dashboards and briefings for senior IT leadership and government vendor and contract management skills with experience overseeing third-party service providers and ensuring adherence to contractual service with federal IT compliance frameworks including FISMA FedRAMP and NIST standards as they apply to IT operations and service delivery to obtain a Public Trust Skills and Competencies:ITIL v4 Managing Professional ITIL Strategic Leader or equivalent advanced ITIL service management Management Professional (PMP) or equivalent program/project management managing IT operations in a federal government environment including familiarity with government contracting requirements COR relationships and program reporting Support Center Manager (HDI-SCM) or equivalent service desk leadership leading organizational transformation or continuous service improvement initiatives within a NOC or Service Desk environment including the adoption of AIOps automation or self-service with AIOps platforms and their application to NOC event correlation noise reduction and automated incident management with workforce management tools and shift scheduling platforms used in 24/7 IT operations Sigma Green Belt or equivalent process improvement certification relevant to IT service delivery Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352