User Support and System Specialist Supervisor

CACI•Denver, CO

20h•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.