EOC Manager- 2nd Shift

Job Family:
User Support (Digital)
Travel Required:
Up to 10%
Clearance Required:
Ability to Obtain Public Trust
What You Will Do:

• Work in Swing 2nd Shift (7:00pm EST-3:30AM EST Mon-Friday) to will oversee staff supporting the agency's systems, hybrid cloud infrastructure and its applications.
• The position will be responsible for monitoring and responding to incidents, escalations, and customer service request.
• The position will assist in coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities.
• A key duty will be to enhance our Knowledge Management capabilities.
• Serve as an escalation path when issues arise.
• Manage tickets queues and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
• Provide daily, weekly, monthly, quarterly, and yearly reporting on multiple SLA's.
• Support the Enterprise Operations Management in developing and reinforcing policies and procedures.
• Manage and report on EOC agent's telephone, voicemail, e-mail, and in-person requests.
• Actively manage our Incident Response Process (IRP) and provide timely status updates on each incident per SLA.
• Coordinate with customers and support teams to triage outages and problems that occur in the environment.
• Ability to craft clear, concise, and grammatically correct communication through various work streams.
• Provide regular coaching on policies and procedures.
• Responsible for developing, monitoring, and analyzing KPI's across all operational areas.
• Work with current staff in developing and innovating the current IRP.
• Oversee all Knowledge Management related activities.
• Proactive approach to preventing potential outages.

What You Will Need:

• Bachelor's Degree . Degree can be substituted for additional 4 years of experience.
• 5-10 years of experience IT experience
• 3+ experience of Supervisory role
• 24x7 on call experience
• Extensive experience running a Service Desk or Operation Center.
• Experience with Incident Management (Remedy, ServiceNow, etc).
• Excellent written and communication skills required, excellent customer service aptitude.
• Ability to present to executive management incident debriefs and root cause analysis reports.
• Ability to multi-task: manage a conference call and take notes at the same time.
• Must have flexible schedule. On-call services will be on a rotational basis.
• This is a hybrid position. Candidate must be able to come on site in Bowie, Maryland when ever needed.
• Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment

What Would Be Nice To Have:

• Experience with Linux, SolarWinds and Active Directory
• Experience with Everbridge
• NOC experience

What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

About Guidehouse
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.