Availability Manager (Technical Manager) 1

Itezz • Columbia, MD

7d • Onsite

About The Position

Itezz Inc. is seeking an Availability Manager to supervise centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. This role involves referring problems to Tier 3 staff for resolution as required, tracking and monitoring response/resolution time, and verifying user acceptance. The ideal candidate will have a strong understanding of the technical aspects of desktop, voice and/or data communications, and LAN telecommunications, including desktop and switching equipment, vendors, networking, network components, user training, installation, and customer service. The position requires adherence to a specific shift schedule (Tuesday-Saturday 2pm-10pm or Wednesday-Saturday between 12pm-12am) and requires United States Citizenship and an appropriate security clearance due to federal contract requirements.

Requirements

• TS/SCI with Agency Appropriate Polygraph
• Bachelor’s degree in engineering from an accredited college or university is desired
• Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
• Three (3) years of related experience
• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
• Strong troubleshooting abilities in both networking and desktop support.
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
• Exceptional time management, communication, interpersonal, and presentation skills.
• Proven ability to communicate professionally with all levels of personnel and stakeholders.
• Strong leadership skills with a track record of developing high-performing teams.
• Ability to work in a fast-paced, mission-critical environment with shifting priorities.
• Availability to provide on-call support or work non-standard hours as needed

Nice To Haves

• Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).

Responsibilities

• Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
• Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency.
• Identify significant process matters or enhancements and drive their successful implementation.
• Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
• Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues.
• Make informed recommendations for personnel actions as needed to build a high-performing team.
• Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status.
• Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
• Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
• Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.

Benefits

• Company automatically contributes an additional 10% of each employee's gross compensation to the company SEP IRA plan, with no requirement for employee matching.
• All contributions are fully vested from day one.
• A Choice of CareFirst BlueChoice Medical Plans, some with Health Savings Account (HSA)
• CareFirst Preferred Dental
• CareFirst BlueVision

What This Job Offers

• Job Type: Full-time
• Career Level: Manager