Supervisor, System Administration

L3Harris is seeking an experienced, motivated, and customer-focused IT Customer Support Supervisor to lead our 24x7 Network Operations Center (NOC). The successful candidate will be the frontline supervisor for the Tier 1 support team supporting customers, ensuring the stability and integrity of our network services and escalation support across enterprise systems and mission-critical infrastructure.

This position is responsible for the oversight of day-to-day operations in the operations center and ensuring Tier 1 technicians are adhering to proper procedures in a timely manner. The position will also manage administrative tasks and operational activities as well as act as focal point between the 24/7 operations center and Program Office supervision.

Essential Functions:

• Supervisory element within the 24/7 operations center.
• Ability to obtain CompTIA Security+ certification.
• Manage daily ticket processing with end-users and subcontractors.
• Manage real-time monitoring of all missions to ensure continuous connectivity and health status of terrestrial and SATCOM systems, as well as report any anomalies to Government operation center.
• Provide first-level contact and convey resolutions to customer and user issues by answering incoming programmatic inquiries promptly.
• Accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
• Perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
• Manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Manage software and hardware updates and assist other field service representatives to ensure all USG aircraft are properly configured to support their mission.
• Actively manage all network and satellite system maintenance requests with government and end users.
• Monitor and track specific program info using designated resources, ensuring constant awareness of status.
• Team with Government Customers and commercial vendors to perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
• Participate in ongoing training and development to stay current with system information, changes, and updates.

Qualifications:

• Bachelor’s degree and a minimum of 2 years of prior related experience in IT operations or maintenance. In lieu of a degree, minimum of 6 years of prior related experience in IT operations or maintenance.
• Requires an Active Secret security clearance.
• Minimum 6 years experience working in Microsoft Office and Office 365 suite.

Preferred Additional Skills:

• Active CompTIA Security+ certification.
• Prior military experience.
• First-hand experience with Helpdesk operation and supervision.
• Excellent verbal and written communication skills in an executive and military standpoint.
• Familiarity with ITSM ticketing systems (ex. ServiceNow).
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.
• Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management.
• Experience documenting day-to-day tasks.
• Proven experience in a helpdesk or technical support role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Ability to work effectively in a team environment and independently.
• Able to adapt, learn, and work in a fast-paced environment with little assistance.

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L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

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