EDGAR PDS Support Desk Manager
About The Position
The EDGAR PDS Support Desk Manager leads day-to-day production support and service desk operations for the SEC’s EDGAR PDS environment. The role ensures users receive timely, accurate, and effective technical support while maintaining the stability and availability of a mission-critical application environment. The manager leads the support team, oversees incidents and service requests, coordinates escalations with engineering and operations teams, and uses operational data to identify recurring issues and improve service delivery. The position combines customer-facing leadership with hands-on technical knowledge of AWS, Python, application support, and production operations. The manager serves as the primary escalation point for complex or high-priority production support issues and works across application, cloud, database, infrastructure, and engineering teams. The role also supports releases, deployments, maintenance events, and production changes; develops support documentation and procedures; and provides operational reporting and day-to-day leadership to support personnel. The role requires a hybrid schedule of 3–4 days in Reston, Virginia, and client locations in the Washington, D.C. area as required. Applicants must be U.S. citizens and be willing to pass a seven-year background check and obtain and maintain a U.S. Government clearance. The stated salary range is $130,000–$145,000, based on pertinent experience.
Requirements
- Must be a U.S. citizen.
- Must be willing to work a hybrid schedule of 3–4 days in Reston, VA, and client locations in the Washington, D.C. area as required.
- Ability to pass a seven-year background check and obtain and maintain a U.S. Government clearance.
- At least 5 years of experience in application support, production operations, service desk, or related IT support roles.
- Experience leading or managing a technical support or production support team.
- Hands-on experience supporting applications hosted in Amazon Web Services (AWS).
- Working knowledge of Python, including scripts used for troubleshooting, automation, monitoring, or operational support.
- Strong understanding of incident, problem, change, and service request management.
- Experience troubleshooting complex application and infrastructure issues across multiple technical teams.
- Familiarity with monitoring, logging, alerting, and production diagnostic tools.
- Strong understanding of ticket management, SLAs, escalation procedures, and operational metrics.
- Excellent written and verbal communication skills, particularly for communicating production issues and status to technical and business stakeholders.
- Ability to operate effectively in a high-availability, mission-critical production environment.
- Strong communication and presentation skills.
- Ability to prioritize and self-start.
- Adaptability and flexibility as priorities shift.
- Enthusiasm and a passion for learning and continuous improvement.
- Openness to collaboration, feedback, and client requests.
Nice To Haves
- Experience supporting federal government or other highly regulated production systems.
- Experience supporting large-scale transaction-processing or public-facing applications.
- Knowledge of ITIL-based service management practices.
- Experience with AWS monitoring and operational services such as Amazon CloudWatch.
- Experience developing scripts or automation to reduce manual support activities and improve operational efficiency.
- Experience working with DevOps, application development, infrastructure, database, and cybersecurity teams.
Responsibilities
- Lead daily operations of the EDGAR PDS Support Desk and ensure responsive, professional user support.
- Manage incidents, service requests, problem tickets, and escalations from identification through resolution.
- Serve as the primary escalation point for complex or high-priority production support issues.
- Coordinate troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams.
- Monitor ticket queues, aging items, priorities, service levels, and recurring production issues.
- Lead incident triage and ensure appropriate technical resources are engaged for critical issues.
- Support root-cause analysis and drive corrective and preventive actions for recurring problems.
- Develop and maintain standard operating procedures, troubleshooting guides, knowledge articles, and escalation procedures.
- Use Python and automation to improve support processes, diagnostics, reporting, and repetitive operational activities where appropriate.
- Support applications and services operating within AWS, including troubleshooting cloud-hosted components and environments.
- Track operational trends and provide management reporting on incidents, service levels, recurring problems, risks, and support performance.
- Work with development and engineering teams to improve application supportability and production readiness.
- Coordinate support during application releases, deployments, maintenance events, and production changes.
- Mentor and provide day-to-day leadership to support analysts and technical support personnel.
- Promote a customer-service culture focused on rapid resolution, clear communication, accountability, and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
