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ARTS is seeking a seasoned IT professional and leader for the role of the Unified Cybersecurity Situational Awareness (UCSA) Service Response Manager (SRM) in Pensacola, Florida. The SRM is responsible for managing a 24/7/365 Information Technology Operations Center providing Tier 1 and Tier 2 support to Defensive Cyber Operations (DCO) analysts worldwide. The SRM's role centers on facilitating open communication with DISA leadership to ensure alignment between UCSA Program objectives and the requirements of the DCO community, while also spearheading continuous process improvement, nurturing positive customer relationships, and skillfully managing expectations through proactive communication strategies. Furthermore, the SRM will lead the professional development of up to 24 team members, including 3 shift leads and the Access Manager, by devising comprehensive training plans, facilitating training sessions, setting ambitious goals, and meticulously evaluating performance metrics. Additionally, the SRM will assume the critical role of Incident Commander during all Emergency Operations, ensuring uninterrupted mission capability for all UCSA contractual obligations by utilizing Continuity of Operations (COOP) planning and training across three physical sites.

Technical Responsibilities:

· Manage full lifecycle of ticketing creation, resolution, and closure within the UCSA Program

· Manager Tier 1 and Tier 2 system administration functions on all Platform Services.

· Oversee monitoring of all enclaves, services, and data managed by UCSA, and swift response to identified issues.

· Oversee Authorized Service Interruptions (ASI) for all services in UCSA

Programmatic Responsibilities:

Access Management: Ensures efficient and secure control of access permissions, coordinate access changes and processes to maintain robust security protocols. Actively guide the development and enforcement of policies and procedures for access management, ensuring compliance with organizational and regulatory requirements.

ASI Management: Coordinate Authorized Service Interruptions (ASI) for all UCSA Services to maintain optimal uptime. Ensure maintenance periods are coordinated effectively with teams and expedite the processing of ASI requests both internally and with the DISA Global ASI Branch to promptly address any vulnerabilities and enhance the overall security posture of the systems. Maintain an ASI calendar to ensure maximum visibility of service interruptions within the DCO community, facilitating informed planning and minimizing operational impact.

Deliver high performance customer service: Brief DISA Global Commander on UCSA issue resolution and Authorized Service Interruptions (ASI) weekly. Train the Service Response Team rigorously to consistently deliver contractual services that exceed customer expectations. Closely monitor ticketing system to maintain optimal communication with customers throughout the ticket resolution lifecycle. Apply problem resolution practices to address deficiencies in services and maximize customer satisfaction. Collaborate closely with the Operations Manager and other Service Managers to drive improvements and enhance efficiency across operations.

Implement Knowledge Management best practices: Under the guidance of the Knowledge Manager (KM) and in accordance with the KM Plan, ensure all practices and procedures on the operations floor are clearly defined and measured. Ensure all SOPs are maintained and reflect the best business practices, industry standards, and all applicable directives and laws. Encourage a culture of information sharing across functional lines within UCSA.

Support Problem Management processes: Utilize business relationship with the DCO community to identify problems within all areas of the UCSA Program. Identify incidents that require escalation to problems to identify the underlying cause, and work closely with the Problem Manager to address all problems in accordance with ITIL practices.

Support Change Management Processes: In concert with the Change Manager, identify resource intensive processes and document issues for review by the Technology Integration Group. Ensure application of ITIL business practices in the conduct of daily operations and in support of continual Service Improvement. Foster a culture of change management and policy discipline among Service Response Team members and Platform Service Owners.

Promote Continuous Process Improvement: Maintain continuous cross-training framework to foster knowledge sharing between tier 3 teams and Service Response Team to enhance organizational efficiency. Capture customer feedback during interactions and share customer perspectives with Service Owners. Leverage enduring relationships with end users and customer base to identify opportunities to expand services, terminate or modify existing under-utilized services, and assist customers to adopt new and evolving technologies.

Serve as Service Response SCRUM Team Lead: Consolidate all Service Response Team tasks and constraints into Program Increment (PI) planning sessions. Ensure Integrated Master Schedule accurately reflects each sprint during the PI. Manage weekly briefings and compile reports on the status of PI objectives.

Service Response Team Development: Establish counseling, training, and evaluation schedules for Service Response Team members. Research and assign certification courses to achieve technical skill goals. In concert with the Service Managers, coordinate training and schedule technical and cross-training through the year.

Maintain Operational Resiliency through Continuance of Operations (COOP) Planning: Manage processes, training, evaluations, and exercises to ensure the Service Response team and supporting personnel can operate all mission-critical functions in a degraded environment. Serve as Incident Commander during all COOP activities. Hold quarterly tabletop COOP Exercises to ensure readiness and resilience. Assess risks, craft disaster recovery strategies, and implement COOP plans to fortify service durability and resilience

Requirements:

The successful applicant will have a Bachelor's + five OR ten years of experience in IT, Intelligence, or cybersecurity. Additionally, they will have 5+ years of experience managing professional development of subordinates. ARTS is looking for a strong mix of the following traits in candidates for this role:

· Active Top Secret Security clearance with the ability to obtain and maintain SCI access (non waiverable)

· Current DoD 8570 IAT Level II approved certification (non-waiverable)

· Experience in a supervisory role in cyber/IT operational environments such as Navy NCDOC, AFCYBER, CYBERCOM, or comparable civilian environments

· Experience implementing and maintaining Windows and Linux/Unix systems/networks and related applications

· Experience with monitoring tools like Zabbix, Splunk, and CloudWatch

· Proficient skills in and heavy use of Microsoft Office products including Word, Excel, PowerPoint, Outlook, and SharePoint.

· Ability to effectively communicate up, down and across the organizational structure to include executives, managers, peers, subordinates, and customers.

· Outstanding verbal, written and interpersonal communication skills.

· Ability to work independently and or within a team in a fluid, ambiguous, fast-paced environment.

· Self-starter with strong technical skills and an ability to learn new technologies quickly.

· Familiarity with ServiceNow or similar workflow product.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.