Position Summary
MAG needs an experienced Technical Services & Support Manager to support, maintain, and enhance how our worldwide employees are supported by IT services. The ideal candidate will be able to demonstrate an understanding of the varied technologies employed (networking, cybersecurity, collaboration, applications, and general hardware/software), an understanding of ITIL principles, and be Customer Service focused. In addition, we are seeking candidates who exemplify leadership by engaging with their subordinates and peers, leading by example, and leading by coaching.
Mag Aerospace is a Defense Industrial Base (Government Contractor) who specializes in technology and airborne ISR (Intelligence Surveillance and recon). We are a growing company with our numbers at approximately 1200 at the moment. We are a Microsoft reseller and we work 90 on windows devices with some being linux and apple. We are always moving forward and looking for new challenges.
Essential Duties and Responsibilities
Duties include, but not limited to:
• Oversee & perform/assist in troubleshooting, preventative maintenance, knowledge management/training, change management and customer service for technologies and users deployed domestically and internationally.
• Optimize delivery of tasks and workloads, alongside patterns/methods of work, to ensure your team is able to meet set objectives alongside execution of day-to-day and project-based tasks.
• Maintain & monitor SLA/OLA’s, providing recommendations and leading analysis/improvement efforts when required to meet business objectives
• Establish & maintain positive relationships with teammates, business stakeholders and functional leaders
• Lead & facilitate innovations and the introduction of new processes, technologies, and services to the Enterprise to ensure proper adoption and optimal consumption/usage.
• Maintain quality standards, documentation, and artifacts to support CMMI, ISO, and other quality and regulatory requirements
• Liaise with vendors and other IT personnel for problem resolution and supplier management
• Plan and execute resource and budgetary plans.
• Travel to MAG offices, colocations, and other sites required (varies based on your current location)
Requirements
Minimum Requirements
Knowledge and Skills
• Deep knowledge and versatile experience across a wide array of IT and Business Technologies including Hardware/Software, User and Access Management, System and Network Administration, Voice and VTC, AV & Collaboration systems, etc.
• Strong knowledge of Windows platforms to include Windows 10 and 11; also windows servers up to 2020
• History working in IT environments with Government defined security compliance requirements e.g. GovCloud, FedRAMP and experience supporting cybersecurity controls including NIST Controls/CMMC/RMF required.
• Demonstratable passion for Customer Service and measuring both qualitative and quantitative KPI’s, and history of creative and innovative approaches to UX, CX, or similar Experience-based disciplines.
• Strong Business/Functional Analysis skills and ability to elicit Requirements to perform Business Process Analysis and Service Improvement.
• Experience working with ServiceNow.
• Knowledge of other platforms i.e. Linux distributions and Apple
• Excellent communication (written/oral) and Customer Service skills.
• Supervisory or Team/Project Leadership experience
• US Citizenship required.
Education and/or Experience
• Bachelor’s degree in Computer Science or related subject preferred (Experience may be substituted in lieu of degree)
• 6 years in IT with at least 3 years Managing/Leading IT teams in performance and operational aspects of IT Support required.
Desired Requirements
• ITIL Certification preferred. Additional certifications and experience working in Agile environment highly desired
• Understanding of network topologies to include IP scheme, LAN and how to troubleshoot such
• Proven understanding of change management processes in a geographically distributed IT environment
• Excellent troubleshooting and problem resolution skills
Travel
• Travel is primarily local during the business day, although out-of-the-area and overnight travel are expected to visit other company sites – up to 10 travel expected.
Special Note
The position is contingent upon candidate’s ability to meet physical and medical requirements as needed by the position; including compliance with all applicable federal, state, and local jurisdictional requirements.
Government or customer site-specific requirements may include, but are not limited to, proof of full COVID-19 vaccination status, except in circumstances where a candidate is legally entitled to an accommodation.
Company Policy
MAG Aerospace (MAG) is an Equal Opportunity/Affirmative Action Employer and is committed to Diversity and Inclusion. We encourage diverse candidates to apply to our positions.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.Click below for the “Know Your Rights” and “Pay Transparency Nondiscrimination” supplement posters.
https://www.dol.gov/agencies/ofccp/posters
MAG Aerospace (MAG) is committed to providing an online application process that is accessible to all, including individuals with a disability, by offering an alternative way to apply for job openings. This alternative method is available for those who cannot otherwise complete the online application due to a disability or need for accommodation.MAG provides reasonable accommodation to applicants under the guidance of the Americans with Disabilities Act (ADA), Section 503 of the Rehabilitation Act of 1973, the Vietnam-Era Veterans’ Readjustment Assistance Act of 1974, and certain state and/or local laws.
If you need assistance due to a disability, please contact the MAG Aerospace Recruiting email:Applicant.Assistmag.us or call (703) 376-8993.
