Job Description

Do you thrive on delivering exceptional customer service in a dynamic and diverse classified environment?

Are you passionate about mentoring and guiding staff to achieve success?

Do you aim to elevate the standard of excellence within an organization?

Are you eager to use your skills to support customers tackling critical national challenges? If so, we invite you to join our team at APL.

APL has been ranked as one of Computerworld's Top Places to Work in IT for 6 consecutive years. We are seeking a Section Supervisor to lead our Classified Network Operations Center (CNOC) staff. This dedicated, customer-focused team provides enterprise-level call-center support using Service Desk SOPs.

As the Classified Services Help Desk Manager.....

You will supervise daily help desk operations, lead the field services team, and ensure the functionality of VTC systems. You will manage hardware and software support in classified environments, ensuring compliance with Defense Counterintelligence and Security Agency (DCSA) regulations. The ideal candidate will possess proven leadership experience, hands-on technical expertise, and the ability to align departmental goals with organizational objectives.

Key Responsibilities:

• Provide technical leadership and direction for staff providing enterprise-level call center support for classified infrastructure.
• Foster a positive work environment in collaboration with the management team.
• Analyze operational metrics and manage process improvements.
• Manage all aspects of team leadership, including interviewing, hiring, mentoring, evaluating, and performance.
• Collaborate with all levels of staff and leadership both throughout entire organization.
• Independently research, analyze, diagnose, and resolve issues with classified systems, including computer hardware, software, peripheral equipment, and networks, using documented and standard methodologies.
• Manage staff that maintain daily operations of CVTC services
• Develop and maintain documentation, including ticket creation, process improvements, and knowledge base articles. Create, maintain, and review SLAs and SOPs to enhance overall services.
• Ensure systems align with classified environment requirements, assist with system upgrades, software and hardware deployments, and patch maintenance. Participate in IT projects and initiatives within the classified space.
• Ensure timely configuration and deployment of new workstations, printers, and zero clients, while maintaining compliance requirements.
• Exhibit excellent written and verbal communication skills, with the ability to present technical details to a diverse audience.

Minimum Qualifications:

• Bachelor's Degree in an IT-related field, or equivalent relevant experience.
• 6 years of IT Operations and Service Delivery experience, with at least 5+ years in management/supervisory roles in IT, leading, training, coaching, and mentoring highly technical teams in a fast-paced environment with multiple high priorities.
• 5+ years of experience in DoD classified environments, with a solid understanding of DoD STIGS, RMF, IAVMs, patching, etc., and a proven track record of passing DoD and other agency inspections.
• Minimum of 3 years of experience with Classified Video Teleconferencing systems or related technology.
• Strong leadership, strategy, organization, and planning skills, with the ability to establish relationships and interact effectively with all levels of staff and management.
• Exemplary work ethic and a commitment to superior standards of excellence.
• Experience in developing and maintaining SLAs, SOPs, process improvements, and supporting documentation.
• Ability to manage multiple high-priority tasks across varying duties and projects simultaneously.
• Current industry certification aligned to DoD Manual 8570.01-M for IAT II.
• Active Secret security clearance, with the ability to obtain a Top-Secret security clearance. (U.S. citizenship required.)

Preferred Qualifications:

• Master’s Degree in an IT-related field.
• Experience managing and maintaining virtual desktop infrastructure (VDI).
• Ability to solve advanced server and networking issues.
• Experience using scripting languages.

Why work at APL?

While the Johns Hopkins University Applied Physics Laboratory brings world-class expertise to a broad range of challenges, what makes us truly outstanding is our culture. We offer a vibrant, innovation ecosystem where you can feel safe to share ideas and to continue to grow personally and professionally. At APL, we celebrate our differences and encourage creativity and bold, new ideas and have earned Best Places to Work accolades in outlets such as Fast Companies and Glassdoor.

Our employees enjoy generous benefits, including a robust education assistance program, unparalleled retirement contributions, and a healthy work/life balance. APL’s campus is located in the Baltimore-Washington metro area. Learn more about our career opportunities at www.jhuapl.edu/careers.

APL is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law.

APL is committed to promoting an innovative environment that embraces diversity, encourages creativity, and supports inclusion of new ideas. In doing so, we are committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu. Only by ensuring that everyone’s voice is heard are we empowered to be bold, do great things, and make the world a better place.

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