IT Infrastructure Support Manager

The IT Infrastructure Support Manager will deliver the support for the management and operations of its U.S. Department of State (DOS), Bureau of Population, Refugees, and Migration (PRM) Refugee Processing Center (RPC) Operations. The scope of responsibility includes components of overseas and domestic refugee case processing, Information Technology (IT) infrastructure and network support, the maintenance and enhancement of PRM’s refugee case processing software and data analytics capabilities, and cybersecurity compliance according to DOS policy and guidelines.

HOW AN IT INFRASTRUCTURE SUPPORT MANAGER WILL MAKE AN IMPACT

• Supports the PM and DPM in executing the RPC project.
• Maintains a strategic enterprise partner relationship with the RPC leadership.
• Apprises the RPC leadership of all significant IT operations and application development issues in a timely manner.
• Oversee and manage the IT Infrastructure team ensuring optimal performance and delivery. This includes training, mentoring, and leading the team, managing workloads and allocating resources effectively.
• Ensure the stability, integrity, and efficient operation of the information systems and design infrastructure architecture that support core organizational functions.
• Manage and maintain both on-premises and cloud-based IT infrastructure, including servers, storage, network, and related technology tools.
• Work to support operational excellence and institute an IT systems management framework across a multi-disciplinary team.
• Provide guidance to technical staff and be responsible for the development of project plans, schedules, and spend plans for technical related activities.
• Work with technical staff to develop operational efficiencies through automation, continuous improvement, and keeping pace with current technology trends.
• Develop and implement IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
• Collaborate with the information security team to ensure that infrastructure security controls are implemented and effective.
• Coordinate and manage infrastructure related projects, ensuring effective communication, stakeholder management, and successful project delivery.
• Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities.
• Attends customer meetings and serves as primary client liaison for technical based solutions.
• Interacts with vendors, other agencies, and other client staff on behalf of the client.
• Maintains current knowledge of relevant technology as assigned.
• Participates in special projects as required.
• Acts as a lead for junior and mid-level staff; leads and mentors direct report(s) to grow the leadership team on the project.
• Works closely with customer(s) and team to ensure open and regular communication, both written and oral. - Develops, implements and manages project schedule and budget to meet contractual requirements.
• Identifies new capabilities to present to customer(s) to grow business and leverages existing customer relationships to identify new customers that need current and new capabilities.
• Oversees the initiating and planning of program/project activities and analysis and performs professional or technical work related to program management.
• Manages the execution effort by controlling scope, budget, schedule, quality, risk, customer satisfaction in accordance with the contract requirements.
• Attends to staffing needs, such as interviewing, rewards & recognition, mentoring, and conflict resolution.
• Responsible for compensation management and annual performance evaluation of staff members. Ensure that all personnel are provided with the best guidance, constructive criticism, and candid evaluation possible.
• Work with the entire Production Support staff to ensure good training plans and compliance training.
• Manages the evaluation of implications/risks on existing or proposed projects, programs, processes, and policies/laws and implements improvements.

WHAT YOU’LL NEED TO SUCCEED:

Required:

• A Bachelors degree from an accredited university or college in a technical field such as Information Systems, Information Sciences and Technology, Engineering, Computer Science, etc., or the equivalent combination of education, technical training, or work experience.
• Professional certification (PMP) or ITIL Expert is required.
• Certification in Cloud technology focus on AWS is preferred.
• 2-5 years of experience in a cloud environment.
• Minimum of (5) years of progressive management experience
• Minimum of twelve (12) years of professional experience supporting, managing, and configuring enterprise-wide complex IT projects, hands-on experience with hybrid environments (on-premises and cloud platform) and a minimum of three (3) years supervisory experience managing large diverse project teams including hiring, training, evaluating performance, and dealing with performance issues.
• At least ten years of hands-on experience in the IT infrastructure services or development field.
• Ability to lead projects using the Scrum/Agile framework.
• Understanding of cloud services including AWS, Azure, and private cloud.
• Ability to prepare management, business, technical, and personnel reports, reviews, and documents for internal and external use
• Proven experience in data center operations, system administration, database management, help desk operations, network design, project management, and technical support
• Excellent verbal and written communication skills Excellent client facing and internal communications skills
• Solid organizational skills including attention to details and multi-tasking skills

Desired:

• Recent experience (within the last 5 years) coordinating an organization’s shift toward implementing and executing modern IT delivery methodologies (e.g., DevSecOps, Agile, AIOps).
• Experience supporting the United States Refugee Assistance Program (USRAP) that provides protection, eases suffering, and resolves the plight of persecuted and forcibly displaced people around the world.  This includes refugees, migrants, stateless individuals, Internally Displaced Persons (IDP), and more.  Experience supporting the coordination of humanitarian policy and diplomacy, providing life-sustaining assistance, working with multilateral organizations to build global partnerships, and promoting best practices in humanitarian response.
• Experience providing oversight of Projects and Engineering Teams.
• Experience in delivering and maturing ITSM and other functions using ServiceNow.

Location:

• Rosslyn, VA.

Timeline:

• This posting is contingent, expected to start in November 2024.

Clearance:

• Current investigation qualifying the candidate for Secret clearance eligibility. Must be able to obtain and maintain a Secret clearance.

GDIT IS YOUR PLACE:

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

#gditpriority