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The Deputy Shift Supervisor assists the Shift Supervisor to help facilitate Operations through queue management, incident resolution, and escalation management (personnel and performance issues). These responsibilities are in addition to Escort and WADE Operator roles.

+ Queue Management / Incident Resolution: Provide Fairfax Operations management of

+ SSM queue and personnel management

+ Serve as the Primary Point of Contact (POC) for IcMs on assigned shift

+ Manage IcM queue with SWA management team

+ Escort Anchor: Support responsibilities as needed based on leads availability as detailed in Responsibilities section below

+ Incident Management: Serve as an escalation path point of contact for internal and client-facing incidents, including but not limited to after shift hours support

+ Escalation Management: Personnel management and issue escalation to drive improvements in Operator performance

+ Recommend documentation/Knowledge Base updates to improve operations

+ Document personnel or performance issues in program event record tracker

+ Escalate concerns/incidents to other Leads for awareness

Responsibilities

+ Participate in/lead meetings based on schedule

+ Daily Shift Supervisor Handoff

+ Daily Operations Shift Handoff

+ Escort Anchor responsibilities

+ Assist the Shift Supervisor to facilitate Escort Handoff Calls

+ Report total # of escorts during shift, gather number from the "Completed JIT Requests" in SSM

+ Report # of unhandled requests and environmental data that led them to be unhandled. (e.g. A large influx of requests, Excessive call-outs, SSM issues)

+ Report # of security incidents and discuss any circumstances that led to the incident

+ Report environment events such as Jump Box patches/tool outages

+ Provide updates to the next anchor to relay information to upcoming shifts

+ Support Escort Operations workflow through the following:

+ Monitor the General Teams chat to assist escort operator questions/concerns

+ Manage Unhandled queue (in coordination with the Shift Supervisor and Incident Response Leads)

+ Moving requests from Pending to Unhandled in under 15 minutes. (Click "Reschedule" around 13 minutes if it seems no operators or shared will be available to service request)

+ Informing developers when they are moved to the unhandled queue without being serviced. "Rescheduled" Re-Scheduling Escorts Requests for No Resources (Unhandled)

+ Assisting Escort Operators in ‘reaching out’/'follow-up' with Unhandled JIT Escort requests

+ Continuously Monitor SSM queues/HUDs.

+ Encourage 2:1 escorts when queues are getting backed up

+ Create IcMs (or designate an individual to do so) in the event of a system anomaly (e.g. Stuck request in SSM, Portal is not accessible for all/some escorts, etc).

+ Escalate to Escort Lead when issues arise that require amplifying information or escalation

+ BCP Coordinator responsibilities

+ Personnel Management

+ Serve as an onsite presence for personnel located at primary assigned office and visit other site(s) as coordinated

+ Actively participate and support program and account engagement initiatives

+ Support resource performance initiatives to include training and career development

Minimum Qualifications

+ Bachelor’s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience.3-5 years of experience in Information Technology with 2 years of experience managing IT staff.

+ 2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.

Security Clearance Qualifications

+ TS clearance level required.

+ CJIS Investigation

Certifications/Licensures

+ Microsoft Azure Fundamentals preferred.

+ CompTIA Security+ preferred

+ PMP or ITIL preferred.

Preferred Skills

+ Experience in supporting Azure/AWS cloud.

+ Experience with system administration support tools such as Windows/Linux

+ Experience supporting a 24x7 cloud-based environment.

+ Experience in supporting Cloud based environment and tools such as Azure.

+ Experience analyzing, troubleshooting, and providing solutions for technical issues.

+ Strong organizational and multi-tasking skills

+ Review system logs to identify and mitigate system issues.

+ Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.

+ Updating knowledge base troubleshooting guides and lessons learned as required.

+ Document system issues resulting in system outages and coordinate change though change management process.

+ Monitor solution performance according to client specification and SLAs, escalate as needed.

Other Job Specific Skills

+ Must have strong communication skills and be able to effectively communicate technical issues.

+ Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

+ Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.

+ Ability to get team members to work together to accomplish tasks.

+ Stays up to date technically and applies new knowledge to job.

+ Ability to think long-term and establish achievable action plans.

+ Actively looks for ways to help people in the most efficient manner.

+ Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

+ Understands the implications of new information for both current and future problem-solving and decision-making.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$114K - $124K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.