Overview

Join Our Stellar Team at Castalia Systems!

Are you ready to skyrocket your career with us? We're on the lookout for ambitious individuals who are eager to make their mark in a diverse and thriving environment.

At Castalia Systems, we're not just another company – we're a certified Woman Owned Small Business (WOSB) and Small Disadvantage Business (SDB) committed to excellence since 2011. Join us in delivering top-tier solutions to the dynamic Defense and Intelligence sector.

As valued members of our team, we prioritize your well-being. Enjoy a comprehensive benefits package, including medical, dental, and vision coverage, 401k matching, generous PTO, paid holidays, professional training opportunities, and even pet insurance to ensure your furry friends are cared for too.

Responsibilities

Castalia Systems is seeking a System Operations (SysOps) Service Desk (SOSD) Manager in the Pensacola, FL area. 

Castalia Systems is supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment, including introducing new cyber capabilities to address emerging threats. Castalia is seeking a System Operations (SysOps) Service Desk (SOSD) Manager who reports to the Director of Technical Services. The SOSD Manager is expected to be process oriented and accountable for the overall success of the SysOps Service Desk.

A qualified candidate will perform the following duties and responsibilities, but are not limited to:

• Manage SOSD team consisting of up to 24 watch-standers
• Communicate policies, expectations, and feedback to SOSD staff
• Facilitate a high-performance team environment and employee engagement
• Provide performance feedback and corrective action to direct staff
• Lead activities of SOSD staff to diagnose and resolve client problems
• Guide SOSD staff on diagnosis of potential problems and resolutions
• Field escalated customer issues and resolve or refer to specialized experts as needed
• Guide and coordinate projects requiring scheduling
• Monitor and report the status of tickets and tasks assigned to the SOSD and ensuring items are coordinated, logged, tracked, and resolved appropriately.
• Provide input on process improvements and contribute to the technology road map for the strategic plan
• Perform metrics trend analysis and reporting, guide resultant process improvement.
• Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
• Provide guidance and training; may guide other staff
• Provide back-up duties to the SOSD Government Lead
• Work support tickets as needed
• Evaluate and provide input regarding employee performance
• Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
• Maintain SOSD schedule for a 24x7 365 support with two-person integrity (TPI)
• Other duties as assigned and required.

Qualifications

Security Clearance Requirement: 

• Minimum Top Secret clearance with the ability to obtain a TS/SCI is preferred. 

Required Qualifications: 

• Bachelors’s degree in related field; or HS Diploma with 22 years of directly relevant experience.
• 8 years of applicable, hands-on experience
• Experience managing/supervising a Service Desk environment
• Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
• Must be able to manage multiple priorities in an efficient manner
• Understanding of general help desk procedures, company processes, etc.
• Ability to design and implement effective policies to achieve consistent team results.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

Preferred Qualifications: 

• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
• Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
• Efficient delegation and task prioritization
• Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
• Ability to coordinate and facilitate staff training
• Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
• Ability to manage and resolve conflicts as they arise.

Desired Certifications:

• ITIL, SAFe, PMP
• DOD 8570.1-M IAM Level III

Castalia Systems is an equal employment opportunity and affirmative action employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, sexual orientation, age, national origin, or ancestry, physical or mental disability, veteran status, marital status, HIV-positive status, as well as any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the company are prohibited from engaging in this type of conduct.