Day Shift Supervisor at Computer World Services (CWS)Corporation in Bethesda, Maryland

Job Description:

Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Day Shift Supervisor for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The Shift Supervisor plays a crucial role in supporting the National Institutes of Health (NIH) Center for Information Technology (CIT) by overseeing Operations Management Services (OMS). This includes managing a team in a 24x7x365 IT Operations environment, ensuring the smooth functioning of critical IT systems, and facilitating incident management and resolution processes. The Shift Supervisor collaborates closely with Operations Manager, Team Leads, and various stakeholders to maintain operational efficiency and service excellence.

Key Tasks and Responsibilities

* Participation in CIT Operations Meetings: Actively participate in daily status meetings, SL1 meetings, and weekly CAB meetings, ensuring effective communication and coordination within the team and across support areas.

* Incident Management Leadership: Lead proactive monitoring and incident management activities, including coordinating conference bridges, assigning roles, and authoring effective Incident Reports and IT Service Alerts.

* Process Improvement and SOP Development: Collaborate with Operations Manager and Team Leads to identify process improvement opportunities, develop Standard Operating Procedures (SOPs), and create Postmortem reports to enhance operational efficiency.

* Real-time Monitoring and Escalation: Conduct real-time monitoring of alerts, investigate and verify incidents, and make timely escalations when necessary to minimize service disruptions.

* Change Management: Ensure all changes in the environment are properly tested, vetted, and communicated across the organization, in accordance with NIH-CIT procedures.

* Team Leadership: Provide leadership and guidance to the operations team, fostering a collaborative and high-performing work environment.

* Reporting and Communication: Develop and maintain reports for executive management, including Daily Operations Report, Shift Change Report, 24-Hour Outage Report Summary, Incident Report, and CIT IT Service Alert Communication.

* Continuous Improvement: Continuously strive to improve operations processes, tools, and systems to enhance service delivery and customer satisfaction.

* Disaster Recovery and Continuity Planning: Collaborate in the development and maintenance of Disaster Recovery plans and Continuity of Operations (COOP) plans, ensuring readiness for potential disruptions.

* Technical Expertise: Utilize knowledge of network operations, applications, hardware, monitoring, and operating systems to provide technical guidance and support to the team.

Education & General Experience

* Bachelor's degree preferred in computer science, engineering, or related field.

* Alternatively, a technology-related undergraduate degree or 5 years of experience in Operations Management.

* Three years of experience in a 24x7x365 IT Operations environment, supporting over 10,000 users.

* Three years of experience leading a team in a 24x7x365 IT Operations environment.

* Three years of experience in Critical Incident Management.

* Experience writing reports for executive management.

* Experience developing reports in ServiceNow.

* Proven experience in a shift manager or similar role.

* Excellent communication, interpersonal, and leadership skills.

* Ability to work under pressure and meet deadlines.

* Strong problem-solving and decision-making abilities.

* Knowledge of incident management systems and tools.

Certifications

* ITIL 4 Certification (Preferred)

Security Clearance

* Public Trust Moderate (Tier 2)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* May require local travel to customer sites.

* This position requires availability to work in rotating shifts, including weekends and holidays, to ensure continuous coverage in the 24x7x365 IT Operations environment.

* May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

* May require lifting and carrying heavy equipment.

* Potential continental US travel to other customer locations, if required.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at