Posted by: Enterprise Information Services on Oct 10, 2019
Job Description:
Overview
The USACISA-P provides Mission Command (MC) network operations and maintenance (O&M) services to the U.S. Army Command Information Systems Activity - Pacific (USACISA-P). Information Technology (IT) and Command, Control, Communications, Computers & Intelligence (C4I) services provided by USACISA-P enables Mission Command (MC) capabilities for the United Nations Command/Combined Forces Command/United States Forces Korea (UNC/CFC/USFK) Commander's operation and mission. All current and future C4I IT systems and services, including programs-of-record (POR) systems, are integrated into the Combined/Joint Mission Command network directly supporting Net-Centric Operations (NCO). NCO increases collaboration by enabling rapid, reliable and secure free flow of information across the battlespace, ensuring that all acquired data is collected, processed into information, then disseminated quickly to the warfighter or system that needs it. NCO serves as a force multiplier to shorten the warfighter's kill chain; Find, Fix, Track, Target, Engage and Destroy.
The objective is to support UNC/CFC/USFK alliance net-centric warfare in support of the Korean Theater of Operations (KTO) by building and sustaining a distributed, web-enabled, Mission Command (MC) capability through a wide-area network enterprise environment filled with reliable, available, resilient, and secure information that is of value to the Warfighter.
Responsibilities
The Service Delivery Manager is responsible to:
Provide customers with expert Tier-1 and Tier-2 on/off site support, workstation, network troubleshooting services, security incident response and training support. Deliver service in two functional areas: Service Desk - Typically comprised of all on-site Tier-1 and Tier-2 support provided to the customer through telephonic and email. Field Service - Typically comprised of all off-site Tier-1 and Tier-2 support provided at the customers location. Document service delivery procedures in a Service Delivery Support SOP Ensure courteous, professional personnel are on duty at all times. Provide Service Desk services are required 24 hours, 7 days a week, 365 days per year. These services include telephone and remote desktop support. Ensure that Service Delivery Support (Service Desk and Field Service) personnel are at least Information Assurance Technical (IAT) Level II-certified IAW DoDD 8140.01 & DoD 8570.01-M and have a certification in the computing environment (e.g. Linux, Windows, etc.) identified by the operational environment of the customer. Ensure at a minimum one service desk person is proficient at English and one service desk person is proficient at Korean are on duty at all times to include nights, weekends and holidays. Ensure Service Desk personnel shall provide C4I customers with prompt telephone support. Ensure Service Desk personnel adhere to the procedures for Immediate Priority, High Priority, Medium-Impact Priority and Routine Priority trouble tickets.
Qualifications
Ten (10) or more years experience managing and supervising a multi-work center IT support staff. In addition, must have at least three (3) years of experience in managing, or working in, a customer-support Service Desk for an IT services contract for 10 or more people.
At time of appointment, must have
1) Degree in computer science, information technology, or another related field.
2) Certified Protected Distribution Systems (PDS) inspector in accordance with Army standards and regulations
3) Secret Clearance
4) US Citizenship
EIS is an Equal Opportunity Employer/M/F/V/Disabled.
HR. Website URL:
https://careers-goeis.icims.com/jobs/search?ss=1