Supervisor, Information Technology Operations

Sustainment Division Support. The Sustainment Division provides GCC mission services to improve the efficiency and effectiveness of operational support services for both the GCC and the Warfighter. The Sustainment Division provides foundational services such as continual process improvement, cost control, mission planning, and opportunities for organizational efficiencies which include development of tools, asset management (HW/SW) for LCM and property accountability and security control to protect GCC CONUS managed DODIN-A services (NIPRNet and SIPRNet).
* Cyber and Physical Security Services. Perform cybersecurity services to secure DODIN-A information systems and networks (NIPRNet, SIPRNet) as dictated by AR 25-2, AR 380-5, AR 190-13, and all other applicable DoD, Army, and GCC security policies and procedures. Cyber and physical security services include Vulnerability Management, Access Management, Physical access control, Security Assistance Visits (SAVs) support, System authorization/Risk Management Framework (RMF) and CSSP support, and documenting security processes for Government review/approval.
* Property Accountability. Provide logistical support in managing IT equipment, software, and supplies of the GCC (both hand-receipt and non-hand receipted items) from acquisition through disposal in compliance with Army Regulation (AR) 710-2 & AR 735-5. Support accurate accountability and record maintenance of all hand receipt items (non-expendable) within the GCSS-A; and non-hand receipt items (durable) and software licenses within a locally managed database/tracking mechanism.
* Lifecycle Management (LCM). The Lifecyle Management Team tracks and manages assets for the GCC from requirements identification through procurement to disposal. Assets may be Enterprise, Theater, and/or locally procured and include hardware, software, licenses, support equipment, etc. to provide the full service and/or capability to the customer. The goal for Lifecycle Management is for Government budgetary planning (current fiscal year and out years) and accountability for both Enterprise, Theater, and non-Enterprise services and/or capabilities.
* Web Site Support and Maintenance. The GCC maintains internal and Enterprise web portal and web-based collaborative platforms and services in support of internal operation, Enterprise mission overview, and operational collaboration. Support the Government in managing hosting support services to include access, security, auditing, and backups for the web portal and other GCC web-based collaborative platforms, services, and tools.
* Software Tool Support. Configure, customize, and maintain software tools on Enterprise-provided collaboration platforms (to include items such as MS SharePoint) to provide enhanced capabilities for collaboration and development of automated processes and workflows for streamlined staffing IAW current Government and industry quality standards (i.e. ISO 9001) to aid the operational efficiency of the GCC. Configure and customize interfaces and/or software tools on Enterprise platforms and software toolsets.
* Army Enterprise IT Service Management. Use Army Enterprise Service Management Platform (AESMP) (or current Government-approved system) and its process-based approach to design, plan, document, deliver, operate, and manage IT services provided by the GCC to its customers. Follow industry BBPs where possible to improve and/or expand the existing ITIL processes to optimize the service quality to GCC customers. Existing ITIL processes are currently: Service Request, Incident, Event, Problem, Change, Availability, Release, Deployment, Capacity, Service Asset and Configuration Management, and Continual Service Improvement.
* Risk Management. Track all identified risks to service delivery (process and/or quality) in a risk registry with subsequent, approved countermeasures. Risk should be tracked and framed as operational risk to the quality of services delivered. Quality should be tracked and articulated based upon KPIs and metrics identified in Appendix C: ITIL Performance Standards.
* Configuration Management. Manage all assets necessary to provision DODIN-A services using ITSM via a ticketing system, and the CMDB that is comprised of all configuration items over which the GCC performs O&M Management. Configuration items should be fully documented including service alignment, IP address, location, model, LCM contract, and serial number. Physical/logical diagrams and other supporting documentation will be updated as changes occur on the network.
* Knowledge Management. Manage, recommend, and implement approved changes and/or enhancements to the RCC Knowledge Management (KM) processes to improve the efficiency of operations for the GCC.
* Data Management. Define and implement an approved Data Management Plan (DMP) for the GCC to structure how data is collected, stored, used, and retained in support of the operational mission. The overall intent is to ensure the GCC has the data necessary to meet mission but eliminates or limits the continued storage of data that serves no operational purpose. The DMP should define the data operational purpose, storage location, and retention date. The DMP shall be reviewed annually for accuracy and completeness. GCC data storage, portals, etc. shall be reviewed annually for compliance to overall the DMP and any unnecessary data shall be removed. Update the DMP to include any new capabilities deployed within the GCC to aid operations or upgrade existing capacities. This includes use of cloud tools/software/repositories to enhance GCC operational effectiveness.
* Records Management. Provide comprehensive records management services to ensure the proper creation, maintenance, retrieval, and disposition of records within GCC. The necessary records to be managed are records pertinent to GCC operations and defined by Army Regulations and Policies. Utilize Army-defined tool set for Records Management.
* Information Technology Infrastructure Library (ITIL) Support. Comply with current ITIL practices and provide ITIL plans and SOPs.
* Facilities Support. Provide foundational facilities support services to keep the facilities operating safely and efficiently which includes minor installation, maintenance, and repairs throughout the GCC facility. Facilitate and track Directorate of Public Works (DPW) service orders.

Basic Qualifications:

6 years of experience, may have lead experience
• Certifications: Information Technology Infrastructure Library Manager's Expert Certificate or higher. DCWF Code 431 Intermediate: CompTIA Security+ or Systems Security Certified Practitioner (SSCP)
• Must have and maintian a Secret Clearance
• Experience managing a team of technical professionals in an IT service desk-oriented environment
• Experience in the management of the Information Technology (IT) infrastructure within an organization, including the physical network (e.g., LANs/WANs, servers, terminals) as well as server applications and software

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