Active Top Secret Clearance Required
Responsibilities:
- Oversee Archon Premium Services and other Archon support offerings to insure world-class customer service for the managed service provider business.
- Provides strategic leadership, oversight and management for IT professionals.
- Recruit, mentor, build and maintain an effective team in support of the Premium Services business.
- Sets strategic and tactical priorities that align with business objectives.
- Responsible for support of high performance CSfC networks and related services.
- Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.
- Develop plans and strategies to improve performance, reliability and operational cost-effectiveness.
- Administer staff performance management and career development activities.
- Demonstrates integrity without compromise. Respect, commitment to excellence, collaboration, and agility.
- Design and implementation of IT service management process (ITIL).
- Set tactical goals and initiatives for current team
- Identify technologies that can be used to improve customer service levels
- Develop and maintain a team through coaching and performance management
- Must have a Top-Secret Clearance
- Bachelor’s degree or related field (or equivalent work experience) and 4 years of experience is required; Masters Degree in related field preferred
- ITIL certification required
- Minimum 4 years of engineering experience in a mission-to-mission, large/strategic customer segment; or
- A record of achievement and technical solution expertise
- Product certification, engineering credential, or equivalent technical credential
- Strong presentation skills
- Willingness to travel
- Must have team leadership and sales capabilities.
- Excellent problem-solving capabilities with a proven ability to manage and solve complex problems and manage multiple tasks concurrently.
- Excellent organizational skills and strong attention to details.
- Strong interpersonal skills and ability to communicate effectively with customers, suppliers, and company personnel.
- Proficiency in Microsoft Office and related software.
- Proven experience in working with cross-functional teams.
- Must possess skills necessary for proper, ethical, and rapid decision making resulting in high levels of customer satisfaction and customer retention.