Classified IT Systems Operations Manager - MIT Lincoln Laboratory

Position Description

This position will serve as the Operations IT Systems Team Lead within the Classified Enterprise Services team.

The CES Operations Team has two primary responsibilities.  They provide a Classified Service Desk that users of the Laboratory’s Secret Internet Protocol Router Network (SIPRNet) and Enterprise Lincoln Collateral Network (ELCN) networks can contact for help and support.  They are also tasked with ensuring that both networks are kept at an inspection ready status.  Maintaining inspection readiness involves developing a strong understanding of the applicable control documentation (NIST 800.53, STIGs and SRGs, DAAPM, etc.) and what technical solutions we have in place to meet those controls.  It also includes reviewing vulnerability assessment data and developing/implementing remediation plans to address open vulnerabilities.  The CES Operations Team Lead will manage a team of technicians and engineers to support both of these responsibilities.

In the role of Operations Team Lead, the successful candidate will be responsible for ensuring the team provides an excellent customer experience for our users.  They will be responsible managing the team’s ServiceNow ticket queue, enhancing existing processes and developing new ones to support the team and users and developing and tracking Key Performance Indicators (KPIs).  In addition, the ideal candidate will coordinate the actions of the team to maintain inspection ready status, they will interface with the CES Engineering team and ISD Cyber team to assist with remediations and develop/enhance processes and procedures.

In this role, the successful candidate will provide leadership for the day-to-day activities of the team from both an operational and technical prospective; as well as oversee staff performance, ensure that staff training levels are maintained and mentor staff members towards operational excellence.  The team lead position will have strong organizational and communication skills to manage multiple initiatives, engage cross-functionally with internal and external teams (to include the ISD Project Management Office (PMO)) and address customer needs while helping the organization meet its IT strategic goals.

Expected qualifications for the position include

• An experienced manager of IT professionals possessing critical thinking skills and an analytical approach towards problem solving
• Possess an understanding of Classified IT processing, procedures and related regulations
• Understand organizational change management and support key initiatives as a change agent
• Encourage positive team building practices while developing outstanding communication practices
• Foster effective communication and troubleshooting approach to address both team and customer concerns
• Work to build relationships among IT peer teams by demonstrating principles of emotional intelligence and solid collaboration practices
• Create and deliver effective communications to the organization on technical and project-related topics
• 3-5 years of experience managing employees
• 10+ years of experience in IT, degree may count towards work experience

This role will require a significant onsite presence but a limited hybrid work arrangement can be supported.