User Support and System Specialist Supervisor

CACI • Denver, CO

9d • Onsite

About The Position

The Fusion Analysis and Development Effort (FADE) is seeking a dedicated and proactive 24/7 User Support and System Specialist Supervisor to join our team. In this role, you will manage a team of 5 professionals, leveraging your operational intelligence experience to support continuous availability and performance of our applications by monitoring systems, providing user engagement, data familiarization and performing first-line troubleshooting. This position requires a commitment to working rotating shifts to provide around-the-clock coverage. You would be supporting FADE Applications, to include MIST, Watchbox, Intelbook, Linx, Reports, Sheets, and Drive.

Requirements

• Active and current TS/SCI with polygraph
• Minimum of 5-7 years of experience in leadership, application monitoring, user support, or a related role.
• Strong communication and interpersonal skills.
• Established expertise in at least one intelligence discipline multi-INT analytical experience.
• Familiarity with multi-INT data sets.
• Strong customer service background.
• Willingness to work rotating shifts, including nights, weekends, and holidays.

Nice To Haves

• Relevant certification (Security+) is encouraged.
• Understanding of system monitoring tools such as Grafana and Kibana.
• Prior experience using FADE Applications (MIST, Intelbook, Watchbox, Linx, Reports, and Drive).
• Software testing experience and methodologies.
• Excellent problem-solving and analytical skills.
• Military service background.

Responsibilities

• Create 24/7 Shift Schedule and manage staff coverage and any leave.
• Manage 5-person team including personnel management tasks like timesheets, performance reviews, hiring support, etc.
• Support your team by regularly rotating through nights and weekends.
• Leverage intelligence and operational background to provide timely support to users asking questions or reporting system issues.
• Assist end users with tool capability, data familiarization and workflow applicability questions.
• Provide in-depth knowledge of critical data layers and help users apply that to operational workflows.
• Communicate with users to gather detailed information about issues and provide clear instructions for resolution.
• Maintain accurate records of monitoring activities, helpdesk tickets, incidents, and resolutions.
• Continuously monitor, across multiple security domains, application performance and system health using monitoring tools and dashboards.
• Quickly diagnose application issues and perform initial troubleshooting, providing workarounds when available.
• Resolve common issues independently and escalate complex issues to the development and sustainment teams with detailed information and context.
• Work with cross-functional teams to ensure issues are resolved efficiently and effectively.
• Identify and respond to system alerts and notifications in a timely manner, paging on-call support as required.
• Provide round-the-clock coverage through rotation of overnight and weekend shifts.
• Work closely with the FADE Mission Operations Engineering (MOE) team to provide detailed reports of incidents that occurred during shifts.
• Provide feedback on application performance to developers and sustainment engineers to identify areas for improvement.
• Work with the MOE and development teams to understand the latest capabilities to provide the latest information to users.
• Collaborate with cross-functional teams to ensure efficient and effective issue resolution.

Benefits

• flexible time off
• robust learning resources
• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed