Evolver, Inc.

Technical Site Manager

Job Location US-IN-Jeffersonville | US-IN-Jeffersonville
Posted Date 1 month ago(1/17/2018 3:03 PM)
Job ID
2018-2532
# of Openings
1

Overview

Evolver is a technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. Established in 2000, Evolver has successfully grown to be a trusted technology leader. Evolver’s efforts and growth have been recognized by leading publications and organizations, including Inc. 5000 for five consecutive years, and most recently “Future 50” from SmartCEO. With a dedicated focus on client satisfaction, Evolver has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Evolver’s core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.

 

We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join Evolver, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company.

 

Evolver is seeking a Technical Site Manager in support of the 2020 Census, who will work on-site at the government facility in Jeffersonville, IN.  The Technical Site Manager will oversee the day-to-day IT operations of the government facility managing a team of service desk and system administration personnel. 

 

 

Essential Job Duties and Responsibilities

 

 

Essential Job Duties and Responsibilities:

  • Serve as a liaison to United States Census Bureau (USCB) stakeholders
  • Schedule staff to meet coverage needs throughout the 2020 Census, adhering to guidance and requirements from USCB
  • Manage the overall service desk and system administration activities
  • Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
  • Develop and enforce request handling and escalation policies and procedures
  • Oversee the development, implementation and administration of Service Desk staff and System Administration training procedures and policies
  • Ensure appropriate training initiatives for new and existing staff
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Monitor incident trends and anticipate potential problems for proactive resolution
  • Work with USCB stakeholders in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
  • Work with USCB stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation –end user instructional guides help sheets, usage guides, FAQs)
  • Attend meetings, training sessions and/or workshops as required
  • Initiate and participate in Emergency Response Team (ERT) activities, as necessary
  • Update system status information in accordance with SOPs and/or KBAs
  • Coordinate and manage dissemination of outgoing correspondence and notifications
  • Work alongside USCB stakeholder team to interpret and communicate data effectively
  • Collaborate with other USCB stakeholders for maintaining, supporting, and troubleshooting software and hardware
  • Collaborate with other USCB stakeholders in developing SLAs to establish problem resolution expectations and timeframes. Ensure compliance with appropriate SLAs.
  • Collaborate with other USCB stakeholders to development and communication of the Knowledge database (SOPs, KBAs, Job-Aids & Training Documentation – end user instructional guides help sheets, usage guides, FAQs)
  • Support IT Security Certification, Accreditation, Authorization, and Compliance Activities

Minimum Qualifications and Requirements

Minimum Qualifications and Requirements:

  • Preferred degree in a Computer Science Engineering, Information Science, or Information Systems Management field
  • Minimum of 5 years’ experience supervising and managing an IT service desk and System Administrators
  • Experience in managing the performance of team with 10 or more people
  • Experience in a Windows and Linux/UNIX environment providing technical support to users
  • Experience in a Windows and Linux/UNIX environment installing, troubleshooting and configuring PCs and peripherals
  • Experience applying IT security principles, methods and tools
  • Experience working with and troubleshooting technical problems for hardware and systems used in Census operations (e.g., high-speed scanners, conveyors, joggers, sorters, extractors). Ability to manage vendor relationships for Tier 3 / 4 support
  • Experience working with customers, gathering and understanding customer issues
  • Excellent written and verbal communication experience with peers, stakeholders, and management
  • Excellent customer relationship skills
  • Experience overseeing and updating SLAs for on-site troubleshooting
  • Experience in handling and tracking IT equipment within an asset management system

Technical Requirements (required and desired)

  • Any relevant certifications

EOE Statement

At Evolver, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the Evolver team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.

 

Evolver, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability or veteran status. Evolver offers a comprehensive benefits plan including (but not limited to): medical, dental, vision, 401(k), life, AD&D and short term and long term disability insurance.

 

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