EDGAR PDS Support Desk Manager

Inadev•Reston, VA

1d•$120,000 - $145,000•Hybrid

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, ensuring users receive timely, accurate, and effective technical support while maintaining the stability and availability of a mission-critical application environment. The role 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. It combines customer-facing leadership with hands-on technical knowledge of AWS, Python, application support, and production operations. The manager is the primary escalation point for complex or high-priority production support issues and coordinates troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams. The role also supports releases, deployments, maintenance events, and production changes; develops support documentation and procedures; uses Python and automation to improve operational activities; and reports on service performance, risks, and recurring problems. The manager mentors support analysts and promotes rapid resolution, clear communication, accountability, and continuous improvement. The position requires a hybrid schedule with two days in Reston, Virginia, and work at client locations in the Washington, D.C. area as required. Candidates must be U.S. citizens and able to pass a seven-year background check and obtain and maintain a U.S. Government clearance.

Requirements

Must be a U.S. citizen.
Must be willing to work a hybrid schedule, two days in Reston, Virginia, and at client locations in the Washington, D.C. area as required.
Must be able 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 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.
Adaptable and flexible as priorities shift.
Enthusiasm and passion for learning and continuous improvement.
Openness to collaboration, feedback, and client requests.
Enjoyment of working with a collaborative team.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 EDGAR PDS Support Desk operations and ensure responsive, professional user support.
Manage incidents, service requests, problem tickets, and escalations from identification through resolution.
Act 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.
Support applications and services operating within AWS and troubleshoot issues across cloud-hosted components and environments.
Track operational trends and report on incidents, service levels, recurring problems, risks, and overall support performance.
Work with development and engineering teams to improve application supportability and production readiness.
Coordinate support activities during application releases, deployments, maintenance events, and production changes.
Mentor and provide day-to-day leadership to support analysts and technical support personnel.
Maintain a customer-service culture focused on rapid resolution, clear communication, accountability, and continuous improvement.