Serco IT Network Operations Manager - Reston, VA NC52324418 in Reston, Virginia

IT Network Operations Manager - Reston, VA NC52324418Reston, VA, US

Job Description The IT Network Operations Manager will oversee network administration and day-to-day Help Desk operations. Must have extensive IT, supervisory, and managing help desk experience. S/he will be responsible for designing, organizing, modifying, and supporting computer systems and networks. Manage the functions of the Network Admins and Help Desk to ensure security and availability of network resources. Drive improvement in networked systems efficiency and standardization. Supervise projects. Specific duties include:

-Provide oversight, knowledge and guidance to all IT staff across the lifecycle of IT projects

-Analyze complex business needs presented by the user community and/or clients and recommends/provides technical solutions

-Oversee all IT Operations and Service Delivery in a 24x7 support model. Lead Incident and Problem Management.

-Oversee and guide Help Desk.

-Manage planned and unplanned outage cycles – Notifications to customer and other stakeholders, enable/disable Access restrictions etc.

-Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions

-Direct operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations

-Produces detailed time line for each IT Operations projects including stakeholder management plan, risk mitigation plan, back-out plan, etc.

-Direct and prioritize the work load of IT infrastructure support personnel

-Review all design plans, projects and proposals for new technology, data center additions, network and IT operations changes to ensure adherence to Serco technology standards and enterprise architecture best practices

-Provide input for all business requirements prior to the technical solution

-Participate in all hardware and software evaluations and maintains vendor contracts

-Represent the IT function at customer review meeting when appropriate

-Define education programs for IT staff

-Perform liaison duties between users and IT Operations personnel in the areas of systems implementation, hardware upgrades, storage, change management, decommissions, life cycle management, systems modifications and trouble shooting

-Support the IT department's operational and strategic planning, including fostering innovation, planning projects and organizing and negotiating the allocation of resources.

-Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, servers, network equipment, operating systems, hardware, software, and peripherals.

-Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT infrastructure and IT systems.

-Work with stakeholders to define business and systems requirements for new technology implementations.

-Manage financial aspects of the IT department, including purchasing, budgeting and budget review.

-Develop business case justifications and cost/benefit analyses for IT spending and initiatives.

-Approve and oversee projects and project portfolio.

-Adherence to Corporate IT Policies and Procedures, including the development of additional controls as required by the contract for architecture, security, disaster recovery, standards, purchasing and service provision.

-Develop requests for proposals.

-Negotiate and administer vendor, outsourcer and consultant contracts and service agreements.

-Practice asset management for IT hardware, software and equipment.

-Establish and maintain regular written and in-person communications with the organization's executives, department heads and end users regarding pertinent IT activities.

Required Skills A Bachelor degree. At least 10 years of related work experience in IT Infrastructure and Systems development, which should include successful experience of leading or managing a team of technical resource. Experienced in managing Help desk and IT Service Delivery. Strong background with technologies such as: Microsoft Active Directory, Exchange, Cisco infrastructure, SAN, AIX/Unix, and disaster recovery methodologies. Experience in IT data center migrations a plus. ITIL certification required. PMP certification an asset. Excellent interpersonal and communication skills with the ability to interact with others and senior management.

Employment Type Full time

Career Level

Job ID 52324418

Company Serco Inc. (Serco) is the Americas division of Serco Group, plc, one of the world’s leading and most admired service companies. Serco serves Federal, state and local governments, along with the Canadian government and commercial customers. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Reston, VA, Serco has approximately 10,000 employees with an annual revenue of $1 billion and is part of a $6 billion global business that helps transform government and public services around the world. Serco recognizes that our employees are our most valuable asset. Our successes directly relate to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. Our employees personally can make a difference. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco's people share a passion for delivering ethical service, innovation, and a commitment to results. Our focus on Bringing Service to Life is more than a tagline, it’s the way we get things done, the way we talk with each other, and the way we interact and respect each other. We succeed by encouraging and generating new ideas. We trust our people to deliver. We are passionate about building innovative and successful Serco businesses. Our most powerful tool in improving performance is to instill a stimulating culture where people feel they can personally make a difference. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

Functional Area IT Infrastructure

Department With a core customer set that includes Health and Human Services (HHS) and Centers for Medicare and Medicaid Services (CMS), the CMS business unit is focused on providing world-class, technology-enabled support services to government organizations, helping them administer health care programs to the public. They unit delivers document processing, outbound call centers, business process design and software, application verification, and benefits determination and processing. The team delivers flexible and responsive solutions to evolving and emerging needs, a deep understanding of eligibility determination, exemptions and inconsistency processes, and knowledge of existing application processing.