Manager, End User Support

SOS International, Ltd. Reston , VA 20190

Posted 2 days ago

Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world's most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.

CORPORATE-190224-8586: Manager, End User Support

LocationU.S.

  • Virginia

  • Reston Open Date2/24/2019 JOB DESCRIPTION

SOS International LLC (SOSi) is seeking a Manager of End User Support. The Manager End User Support is responsible for all aspects of support provided for it's employees and independent contractors. This includes but is not limited to all Help Desk functions, AV/VTC support, laptop inventory and configurations and mobile device management. Additional responsibilities are the continuous improvement of each of these functions through root cause analysis using data driven metrics.

ESSENTIAL JOB DUTIES

  • Provide oversight, knowledge and guidance to all IT staff across IT Support function

  • Direct and prioritize the work load of IT helpdesk support personnel

  • Provide asset management for all enterprise IT hardware, software and equipment

  • Analyze complex business needs presented by the user community and/or clients and recommends/provides technical solutions in coordination with the Senior Director of IT and/or CIO

  • Direct operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations

  • Participate on all hardware and software evaluations and provide recommendation to Senior Director of IT and/or CIO

  • Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT infrastructure and IT systems

  • Work with stakeholders to define business and systems requirements for new technology implementations

  • Supports the planning and execution of technology operational changes, support, enhancements, decommissions and maintenance to meet organizational needs

  • Consults with appropriate management staff to clarify system and program requirements, identifies problems, and determines the extent of upgrades/modifications and support required

  • Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, servers, network equipment, operating systems, hardware, software, and peripherals

  • Develops project plans and schedules, contingency plans, workflow diagrams, and maintains operational and system documentation

  • Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions

  • Produces detailed time line for each IT Operations projects including stakeholder management plan, risk mitigation plan, back-out plan, etc.

  • Adherence to SOSi's IT Policies and Procedures, including the development of additional controls as required by the contract for architecture, security, disaster recovery, standards, purchasing and service provision

  • Soliciting, hiring, and managing outside consultants and vendors, as required

MINIMUM REQUIREMENTS

  • Bachelors' degree plus 15 years of IT Support experience

  • 8+ years' experience with End User Support including the development and implementation of 'gold loads'

  • Experience in more than one IT data center migration

  • 4-6 years of related work experience in IT Infrastructure and Systems development, which should include successful experience of leading or managing a team of technical resources

  • Excellent interpersonal and communication skills with the ability to interact with others and senior management

  • Experience in Cisco Infrastructure, MS Windows Server Environments, VMware Virtual Infrastructure and MS SQL Databases a plus

  • Experience with Skype VTC Systems as well as additional AV support experience

  • A wide degree of creativity and latitude is expected.

  • Proven communication skills - both written and verbal presentation

ADDITIONAL INFORMATION

DESIRED QUALIFICATIONS

  • In Depth experience in a Microsoft Windows environment.

  • Experience with Help Desk Management System.

  • Experience in the Aerospace, Defense, and Government Services Industry.

  • Fluency in a foreign language

  • Ability to obtain and maintain a security clearance.

Work Environment

  • Weekend and evening on-call work may be required as needed.

  • Must be willing to travel to austere environments as needed.

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Manager, End User Support

SOS International, Ltd.