Service Delivery Mobile/Wireless Manager

Who We Are:

NetCentrics proudly holds a distinguished position as a leader in cybersecurity, enterprise IT, and telecommunications solutions and services. With an esteemed clientele that includes the DoD, DHS, Federal Civilian Agencies, and the Intelligence Community, our impact on national security is undeniable. We are a diverse group of intellectually curious people living by our core values while bonded by the shared mission to Secure Our Nation - Join Us!

The Opportunity:

The Joint Service Provider (JSP) provides a full range of Information Technology products, services, solutions, and customer support to the Office of the Secretary of Defense (OSD), Director of Administration (DA), Pentagon Force Protection Agency (PFPA), Washington Headquarters Services (WHS), and other various OSD offices to meet mission and business requirements. JSP also provides advice and assistance to OSD and other senior managers to ensure IT and information resources are managed in a manner that implements the policies and procedures of legislation and the priorities established by OSD.

As the JSP Mobile/Wireless Manager you will provide mobile support for existing and future JSP service offerings, using industry best practices such as ITIL ITSM, ISO 20000 and security regulations such as DoDD 4640.7, DoDM 5200.01 and DoDI 8500.1, serving as a Tier I and Tier II point of contact and managing all Incidents and Service Requests initiated by JSP customers or other JSP support personnel from initiation to closure on a 24 hour a day, 7 days a week and 365 days a year basis. Support includes initial deployment of mobile devices, troubleshooting devices issues, training customer, setting up mobile accounts, changing service plans, monthly cost analysis and reporting, and lifecycle replacement of devices. Mobile support encompasses interacting with the user community to support the resolution of Incidents, Service Requests, and Change Requests through the following: corresponding through phone calls, Service Request Module (SRM), emails, chats, instant messaging, texts, and walk-ins; documenting and triaging incidents or requests; resolving or escalating incidents or requests; tracking incident or request status, and providing routine progress updates to the customer; and following up with the customer on the resolution of incident or request for completeness/quality and satisfaction.

Required Qualifications:

• Bachelor's Degree (IT related field)
• Demonstrated experience as an IT services Tier I and Tier II manager (minimum of 8 years of experience).
• Demonstrated ability for oral and written communication with the highest levels of management.
• Knowledge of industry-accepted standards and best practices related to Information Management operations and with Information Technology Service Management (ITSM) best practices.
• TS clearance with SCI eligibility

Preferred Qualifications:

• Knowledge of industry accepted standards and best practices related to Service Delivery's mission.
• Demonstrated experience in a DOD IT environment.

A Place Where You Belong:

At the heart of our organization lies a set of five core values that guide every facet of our work. "Mission First" epitomizes our unwavering commitment to our goals. "People Always" underscores the significance we place on our team's well-being and development. We continually strive to "Be Eminent" by consistently pushing the boundaries of excellence. "Embrace the Team" reflects our unwavering belief in the power of collaboration, recognizing that together, we attain greatness. With every action, we "Act with a Purpose," ensuring that our efforts contribute meaningfully to a larger mission. These values serve as the bedrock of our company culture, propelling us forward as a united and purpose-driven team.

Why Join Us:

Join us not just to be a part of safeguarding our nation, but to be at the forefront of innovation, where your ideas and expertise play a pivotal role in shaping the future of cybersecurity and IT. Together, we are not just protecting systems; we are pioneering them. Be a part of our team and redefine the possibilities in our industry!

EEO (Equal Employment Opportunity) Commitment:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled