Job Description

We are ranked as one of Computerworld's Top Places to Work in IT six years running, and are seeking an IT Server Operations Manager to provide leadership, vision, and strategic mentorship to the Classified Enterprise Operations Support Server Support team within the Information Technology Services Department (ITSD).

As a key member of this team, you will lead, direct and supervise the daily activities of staff in the section, supporting a mix of physical and virtual Windows and Linux servers and workstations, as well as a diverse mix of customers in a classified environment. You will be a key contributor in responsibilities vital to solve technical problems in the environment.

As the Classified IT Server Operations Section Supervisor, we will trust you to...

• Lead and mentor a highly-technical section of professionals delivering IT services on multiple collateral and DoD classified networks supporting several hundred systems and several thousand users.
• Handle the daily operations of the team to ensure timely delivery of services, including metric reporting and service availability. Duties will include: service management, ensuring high quality service delivery to customers, operational performance, and collaborating with technical IT support teams across the department to complete projects and address operational issues.
• Recruit, develop, mentor and complete staff performance management, to facilitate their continued professional growth in the core technical areas of the section. Work with staff to set expectations and hold them accountable.
• Support simultaneous client projects in multiple IT domains. Lead project work streams, and work with the team to develop high-quality solutions in a fast-paced environment. Apply strong change and configuration management control methodologies, and detailed documentation procedures.
• Work closely with the Classified Enterprise Services leadership team to develop and implement group and departmental projects, strategy and objectives. Work to foster a positive work environment and sustain a culture of excellence. Lead and collaborate on initiatives, as required, especially in support of innovation and collaboration at the Applied Physics Laboratory.
• Focus on processes to mitigate business risk and service disruption or failure, deliver efficient services that meet customer needs, support business change while maintaining a stable service environment, and innovate by driving the implementation of systems for handling demand for services.
• Apply IT service management tools to efficiently achieve timely problem and incident resolution, investigation, and service restoration. Proactively monitor systems and trends to limit the occurrence of incidents, problems, and errors, and improve overall system performance. Use tools to establish metrics and Key Performance Indicators to gauge the team’s efficiency providing services, and derive activities and actions to increase performance.

You meet our minimum qualifications for the job if you have...

• A BS degree in Computer Science, Management Information Systems, Computer Information Systems, Information Assurance, or equivalent experience
• 5+ years management/supervisory roles in IT leading and mentoring diverse highly technical teams in fast pace environment with multiple high priorities.
• 7+ years of experience directly interfacing and engaging clients, customers, and stakeholders to work through IT requirements and service issues
• 5+ years of experience working in DoD classified environments, including solid grasp of DoD STIGS, RMF, IAVMs, patching, etc. with a consistent track record of successfully passing DoD and other agency inspections.
• 8+ years of IT Operations and Service Delivery experience or related field, to include working with Red Hat Linux, Microsoft Active Directory, Exchange and SharePoint, VMware virtual servers and VDI, Security and Compliance tools.
• 5+ years of experience working within an Information Technology Service Management framework (ITIL preferred)

• A consistent track record documenting and maintaining operational procedures and ensure accurate outage and change controls procedures are consistently followed.

• Experience establishing and handling SLA's, reporting metrics, and KPIs using ITSM software/system
• Ability to operate effectively in a high pressure, high-tempo, dynamic environment, demonstrating the ability to lead multiple projects, adjust quickly to shifting priorities, solve sophisticated problems, and deal with a variety of options in multi-layered situations
• Excellent oral and written communication skills, including articulating and communicating highly technical information in a comprehensible manner to all levels of management and staff
• An industry system or operational certification (e.g., Microsoft Certified Professional) as well as a current industry certification aligned to current DoD Manual requirements (i.e., 8570, 01-M for IAT II) or can attain within 6 months of hire
• Hold an active Secret level security clearance by your start date and can ultimately obtain  Top Secret level clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

You 'll go above and beyond our minimum requirements if you have...

• Ability to implement and handle an Information Technology Service Management framework for IT operations
• Ability to lead the development of technical requirements, project plans, proposals, tracking, and reporting, especially in the area of automating processes and solutions
• Experience managing IT Operations in an DOD environment including partnering with DISA
• Direct experience embedding security into IT operations, to include vulnerability management, supporting IT accreditation processes, network security configuration best practices, incident handling, and operational orders implementation and response
• Hold an active Top-Secret SCI w/poly security clearance.
• ITIL certification or equivalent

Why work at APL?

While the Johns Hopkins University Applied Physics Laboratory brings world-class expertise to a broad range of challenges, what makes us truly outstanding is our culture. We offer a vibrant, innovation ecosystem where you can feel safe to share ideas and to continue to grow personally and professionally. At APL, we celebrate our differences and encourage creativity and bold, new ideas and have earned Best Places to Work accolades in outlets such as Fast Companies and Glassdoor.

Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at www.jhuapl.edu/careers.

APL is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law.

APL is committed to promoting an innovative environment that embraces diversity, encourages creativity, and supports inclusion of new ideas. In doing so, we are committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu. Only by ensuring that everyone’s voice is heard are we empowered to be bold, do great things, and make the world a better place.

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