Infrastructure Support Manager (ISM)

Empower AI•Washington, DC

4d•Onsite

About The Position

Empower AI is seeking an Infrastructure Support Manager (ISM) to oversee operations and systems administration of IT platforms supporting the Department of State (DOS), Consular Affairs (CA). This role involves managing infrastructure operations and maintenance for approximately 10,000 users across global locations, including domestic data centers, consular offices, and overseas posts. The ISM will ensure the enterprise meets defined infrastructure service levels and will serve as the contractor's service owner for infrastructure solutions. The position requires leadership of operations and technical teams (estimated 20 technicians) across multiple geographically dispersed data centers, managing varied infrastructure including converged server/storage solutions. A key responsibility will be optimizing, standardizing, and improving storage solutions, with a focus on facilitating migrations to cloud environments.

Requirements

A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience.
An additional year of experience is equivalent to a year of education.
Possess a current PMI/PMP certification.
Possesses a Top Secret Clearance.
A minimum of eight (8) years of experience managing and overseeing operations and projects for infrastructure, systems, and applications at multiple geographically dispersed locations with geographically dispersed teams; similar to the size, scope, and complexity of this TO.
Demonstrated experience with IT Service Delivery using an ITIL/ITSM framework similar in size, scope, and complexity to the requirements of this effort.

Nice To Haves

A minimum of three years of experience leading teams that provide full-lifecycle project support, as well as operational support, for Windows and Linux based systems.
A minimum of three years of experience leading projects in the MS SQL and Oracle database server environment.
A minimum of five years of experience supporting Data Center Operations including supporting/troubleshooting server farms, networking equipment and connections, and storage solutions, (e.g., Cisco Routers and Switches, Firewalls, and NetApp/Dell EMC).
ITIL 4.

Responsibilities

Responsible for the day-to-day Infrastructure Operations for the CA Organization.
Interfaces direct with Department of State Infrastructure Operations and CIO for escalation, coordination and governance compliance.
Responsible for the training, staffing, and operational efficiency of the Infrastructure Support Team and staff.
Responsible for the administrative/operational leadership of the Infrastructure Support Team within the program guidelines set by the Program Manager and DOS CA customer.
Monitors project to ensure work scope, schedule, and budget are well defined and maintained.
Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received.
May conduct performance/project analyses during phase-down to benefit future/other projects/missions/programs.
Performs related duties as assigned.