End User Technology Operations Lead

The world of investing is fascinating yet complex. While hundreds of first -time investors are turning to the markets to help pay for their homes, send their children to college and secure their futures the mission of the Securities and Exchange Commission (SEC) is becoming all the more vital. GDIT is excited to support the SEC in as it seeks to protect investors, maintain fair, orderly, and efficient markets, and facilitate capital formation. The SEC ISS program is a comprehensive IT program charged with operating, managing, and advancing the SEC's IT infrastructure.

Our dynamic program team of IT leaders and large and small business partners is seeking bright, energetic and talented individuals to join us as we bring our innovative IT Service Delivery solutions to SEC. Currently; we are seeking an End User Technology Operations Manager.

The selected candidate must a US Citizen (without dual citizenship) and be able to obtain a Public Trust Suitability clearance, per contract requirements.

Since 1934 the SEC has been restoring and ensuring investor confidence in our capital markets by providing investors and the markets with more reliable information and clear rules of honest dealing. Are you ready to do your part and support all Americans in this mission?

Duties:

• Performs day-to-day activities required to manage and lead the support of incident management related to IT failures of Unified Endpoint Management (UEM) platforms such as Intune and Jamf, provisioning technologies such as Autopilot, and endpoint security platforms.

• Oversees the troubleshooting of complex issues and provides incident resolution for all related incidents requiring escalated support or subject matter expertise.

• Provides supervision and direction as needed to support staff.

• Uses enterprise operation platforms (Service Now), operational dashboards, and other collaborative tools to report on and manage tickets and performance

• Works to ensure Service Level Agreements (SLA), timelines, and milestones are met to customer satisfaction.

• Responsible for providing oversight IT testing operations, including DEV/QA for patch cycles, software deployments, feature deployments, etc.

• Works with and provides of oversight of Knowledge Management team to generate process, procedure, and other communications for End User Technology (EUT) and Service Desk.

• Deliver consistent feedback, coaching and career growth support to End User Technology Specialists.

Required Experience:

• Must have a minimum of 10 years’ experience, 5 years in providing IT support and 5 years managing IT Support teams of 25+.

• ITIL v3 or v4 Foundations can substitute for 1 year of leadership experience, ITIL Service Operations Intermediate Certification can substitute for 2 years of leadership experience.

• Must in-depth experience managing a team of UEM Engineers and Administrators in the area of incident management for IT failures within end user computing.

• Must have experience and knowledge of a broad range of IT technologies and concepts, such as Intune and Jamf, Service Now, device provisioning, Autopilot, Software Asset Management (SAM), Unified Endpoint Management (UEM), Microsoft 365, end point security platforms, automation platforms etc.

• Must have experience supporting IT operations and troubleshooting technical issues

• Demonstrated experience in evaluating, testing, and documenting Commercial Off-The-Shelf (COTS) software and hardware products and solutions including development and engineering tools.

• Excellent time-management and organizational skills.

• Excellent written and oral communication skills.

• Experience maintaining technical data and documentation.

• Automation mindset

Preferred Certifications:

• Experience working within Federal Government environments.

• A Microsoft Certification or equivalent technical certification