Where applicable, confirmation that you meet customer requirements for facility access which may include proof of vaccination and/or attestation and testing, unless an accommodation has been approved. Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented IT Operations Manager to join our team. The right candidate for this job likes working in a fast-paced, dynamic environment, and has a passionate commitment to national security and securing the homeland. You will be responsible for a geographically redundant 24 x 7 x 365 Watch Desk / Operations Center. You will be based in Annapolis Junction, MD with occasional travel to Colorado and other locations within northern Virginia. The Watch Desk / Operations Center is the first point of contact for all information that pertains to outages, incidents, and maintenance events that affect supported mission essential applications, underlying infrastructure, and data centers. This includes detecting the event, communicating the event, answering trouble calls, attempting to resolve, escalating to other technical subject matter experts, and documenting the issues. Responsibilities include, but are not limited to: Shall provide the necessary leadership to meet or exceed all performance requirements for this component of the organization now and into the future. Meet or exceed all Key Performance Indicators (KPI), Service Level Agreements (SLA) and other contract requirements Coordinate shift coverage for operations 24x7 staff, manage schedule activities and government concerns on staffing limitations and needs Brief operational system status, accomplishments, problems, and requests along with attending government and contractor boards and staff meetings Perform on call, 24x7, duties for mission support contact upon system failures, problems, and issues Responsible for monitoring and reporting large network infrastructure, architecture, software applications and system administration issues, including managing outage incidents and involved with maintenance deployment schedules in a high intensity IT environment Manage customer and stakeholder relationships to monitor and improve services Review resumes, conduct interviews, and manage all staff activities for a staff of 24x7x365 employees at two locations Oversee the creation and revision of training plans for operations staff as new requirements are determined by mission objectives Expected to make decisions in a short time frame and provide workaround solutions to problems to enable mission success Lead in the development of new processes to improve production efficiency Analyze performance trends through various statistical and reporting methods and industry standard key performance indicators Develop metrics and templates to evaluate technical support issue response times and solution solving skills of their team Resolve daily issues of a complex scope that impact the team, customer and stakeholders Maintain a high level of employee morale within the team, motivating them to adhere to IT best practices and deliver outstanding customer service Basic Qualifications: Must possess an Information Technology Infrastructure Library (ITIL) Foundations v3 or v4 certification A bachelor's degree in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline A minimum of (10) ten years of relevant technical and management experience A minimum of (5) five years of experience managing a team of (25) twenty-five or more individuals (including remote staff) within a Watch Desk, Service Desk, Network Operations Center, or similar 24x7x365 IT operations environment providing relevant services A minimum of (3) three years of experience in a hands-on operations center or IT infrastructure operations role Experience in developing or enhancing ITSM tool (e.g. Remedy, ServiceNow) functionality, such as workflows, call scripts, field manipulation, custom report development Track record of successfully managing a team to meet Key Performance Indicators / Service Level Agreements Experience with major incident management and communication of system status to a diverse group of technical and non-technical stakeholders Thorough knowledge of IT service management and best practices, to include the implementation and maturation of relevant processes, such as Incident Management, Problem Management, Event Management, Configuration Management and Change Management. Preferred Qualifications: A SAFe certification Prior experience as a Watch Officer for DoD or similar organization is strongly preferred Proven experience in identifying and automating manual processes using modern tool sets and approaches, such as, ChatOps and AIOps Hands-on experience with monitoring (e.g., NetCool, SolarWinds) and automation tool configuration and customization Previously served as overall Project / Operations manager for a contract delivering medium to large service desk, helpdesk, network operations center or other services in the federal space Security Clearance Requirements: Must be a U.S. citizen Must hold a Secret clearance and ability to obtain agency suitability Physical Requirements: The person in this position must be able to remain in a stationary position 50% of the time. Occasionally move about inside the office to access file cabinets, office machinery, or to communicate with co-workers, management, and customers, via email, phone, and or virtual communication, which may involve delivering presentations. For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.