Overview Goldbelt Nighthawk offers sound solutions in software development and both defensive and proactive cybersecurity. Nighthawk offers an integrated, holistic cybersecurity workforce that is enthusiastic, continuously learning, and progressive. The team is fully committed to implementing dynamic cybersecurity solutions that effectively address the needs of customers. Nighthawk’s flexibility and expertise across the cybersecurity field provides customized solutions to our customer's unique needs. Summary: The Technical Services Site Manager will provide support to the Navy Medicine Operational Training Command (NMOTC). The NMOTC Information Management and Technology Department IT Service Area activities are performed in close cooperation and coordination with, but not limited to: Application Integration and Business Intelligence Support, Desktop Support Services, IT Operations, Customer Portfolio Management and Cyber Support Services. Services are typically accomplished through integrated product or project teams, comprised of Government and Contractor personnel. The NMOTC Information Management and Technology Department and the associated IT Enterprise provides services to over 100,000 end-users world-wide to include 1,300 unique operational medicine program owners across Navy Medicine, individual projects, laboratories, and other Fleet and Fleet Marine Force medical organizations. Responsibilities Essential Job Functions: The Contractor shall manage, monitor, measure, and report the ongoing service delivery and performance management across all IT enterprise data infrastructure services provided to Government end-users. Reports shall provide performance analysis and assessment of each individual IT Service Area’s performance achievements. Manage all technical support services, network management services, IT operations services, application development services and web services at NMOTC and all remote locations performed by contract staff during core business hours and training events set by each command location. Coordinate with the Government to establish priorities for all tasks and activities essential to optimize enterprise-wide IT resource operational performance. Provide Service Now (DHA ticking system) education and training to contract staff at all locations to ensure efficient execution of all incident resolution procedures are followed. Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact staff member for resolution, all reporting is successfully completed, and Service Now documentation is completed in the ticket notes section. Provide DNA customer embedded IT environment support for the operations, sustainment, administration, maintenance, end user support, and IT/cyber security compliance activities for associated systems, networks, and environments. Perform daily reviews of technical staff member performance while performing tasks to ensure team is effective in providing support to the command, evaluate problems and help resolve issues by determining escalation requirements to higher level support teams. The Contractor shall support the development, documentation, and maintenance of organizational standard operating procedures (SOPs), desk guides, processes, and other organizational business operational guidance documents. Ensure helpdesk staff maintain comprehensive inventory procedures of all NMOTC IT assets and accurate DMLSS documentation is maintained through end of life procedures to properly stage equipment IAW with all security and disposal regulations. Manage and assess the ability of staff to use remote access applications, install required software, train users, and resolve technical issues. Manage and configure all command systems in support of audio/video/web conferencing and media service capabilities to include training command users when needed across all enterprise locations. Act as the NMOTC primary point of contact with DHA operations by working with the DHA Global Service Center (GSC). Ensure command printing/scanning functions are managed and notify the Business Services team when issues need to be elevated to the vendor in support of 74 locally managed multifunctional devices across the enterprise. Manage technical support for all command mobile device capabilities. Create and maintain accuracy of standard operating procedures, user manuals and other documentation to support the technical services team business processes. Support the collection, documentation, and submission of all data required for new or renewals of system Authority to Operate (ATO) with the NMOTC Risk Management Framework (RMF) processes. Communicate daily with the NMOTC COR on all issues and verify that command support is being executed effectively. Determine priorities, making individual assignments and assessing performance for all technical support staff at all locations. Manage IT hardware and software management principles, methods and procedures for troubleshooting issues, email account management, audio/video/web teleconferencing capabilities and mobile phone technologies. Apply configurations and technical standards to PC, workstation, laptop, tablet, images. Utilize Microsoft Office 365 applications such as Word, Excel, Outlook, Visio, and PowerPoint, TEAMS and SharePoint Online daily in various written communications and reporting tasks. Analyze IT resource utilization trends and provide advisory assistance to the Government for performing capacity optimization and/or investment of IT resources to meet the evolving availability and demand environment. Ensure IT processing and storage capacity match the evolving demands of the Government’s mission requirements in a cost effective and timely manner. Provide support for the three (3) Capacity Management sub-processes of Mission Capacity Management, defined by Information Technology Infrastructure Library (ITIL) Version 3 as: Business Capacity Management (BCM) Service Capacity Management (SCM) Resource Capacity Management (RCM) Monitor, manage and report on the RCM process of the infrastructure configuration capacity against an established set of utilization thresholds via threshold-based management reporting schemes and other techniques. Monitor, manage, and report on the client-facing SCM processes for Service Level Agreements (SLAs). Perform other duties as assigned. Qualifications Necessary Skills and Knowledge: Knowledge and experience to manage and assess the ability of the technical support staff at all locations to investigate and document technical malfunctions to determine cause, define the problem initiate corrective action and report resolutions. Knowledge and experience with managing technical equipment platforms and network general performance capabilities. Knowledge and experience to effectively manage teams, workload and possess the ability to effectively manage numerous issues simultaneously. Effective communication and customer service skills. Minimum Qualifications: Minimum 5+ years of experience in IT, with at least 2+ years in a leadership or management role. Strong technical background in systems administration, networking, and IT infrastructure. Experience managing IT projects and leading cross-functional teams. Familiarity with IT security practices and compliance standards. Must be a US citizen. Must have and ability to maintain a Secret clearance. Preferred Qualifications: Related certifications. Pay and Benefits At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.