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- Bachelor's degree from an accredited college or university (substitution of minimum education: 9 Years of Information Technology service Program Management experience)
- Project Management Professional (PMP)
- DoD 8570.01-M Certification (baseline & CE) requirement: None Skills / Experience Required
- The candidate shall manage and coordinates urgent and complicated support issues, as well as determining root causes of issues that need to be communicated appropriately to customers
- The candidate will oversee staff activities and develop training material for support staff and schedule employees working times and provide backup support
- He/she shall ensure that customer expectations are met or exceeded and is responsible for ensuring the staff is meeting and exceeding expectations regarding performance, meeting the PRS/QCP in section 11 as defined metrics and that standard and processes are followed to provide effective customer service and meet requirements
- He/she will be responsible for the Quality of all personnel and Services provided under this contract
- This shall include responsibility for: o Ensuring quality of services, products, and personnel on time and within budget IAW the contract, to include meeting the approved post award Service Levels o Validating the Quality System is ISO 9001 compliant with the requirements of the contract whether it's a Quality Control Plan (QCP) or a Quality Management System (QMS) o Conducting Quality inspections that ensure services, products, and personnel are acceptable and ready for government acceptance o Implementing a system based on ISO 20000 or CMMI Level 3 as outlined above which stresses prevention of non-conformance rather than correction of non-conformance o Implementing a system to address customer complaints and corrective action request o Ensure that all services provided meet the PWS requirements within the funding, timing, and staffing constraints of the delivery order o Work closely with the Technical Point of Contact (TPOC) to facilitate effective planning and delivery of services in a timely manner o Support the TPOCs by providing information related to the performance and delivery of the services identified in the PWS o Attend all formal project reviews as well as all periodic progress meetings scheduled by the Contracting Officer and/or TPOC o Notify the TPOC of any delays, problems or issues that may occur with the delivery of services o Ensure that all worked performed impacting the Enterprise is coordinate through the Change Management Control Board and all Request for Change are submitted in accordance with DEVCOM-CBC policy o Ensure the quality and on-time performance of the daily systems operations and maintenance of the Mission Support Desk o Ensure call volume wait times are monitored and do not exceed 10 minutes o Develop and maintain a written Customer Ticket Management and Resolution Standard Operation Procedure (SOP) for all tasks in this PWS. The SOPs shall clearly demonstrate how the Contractor is leveraging their ISO 9001, ISO 20000 or CMMI Level expertise and applying those principles to the delivery of services to DEVCOM-CBC. The contractor shall provide the SOP to the TPOC for approval within two weeks of delivery order award. The TPOC shall provide approval of the SOP within one week of receipt. o Provide written recommendations for implementation and improvement of existing IT policies as requested by the TPOC o Work with their internal team to develop a deployment plan that includes software/hardware tools and methods to facilitate an efficient deployment o Monitor and report to the TPOC the performance standards against the performance metrics as stated in section 11 shall adhere to the PRS/QCP for customer ticket management and resolution o Upon notification by the TPOC of deployments of computer hardware resources, the Contractor shall provide written recommendations to the TPOC for a deployment plan within ten (10) working days of notification o Ensure the deployment plan includes any additional software and hardware tools and methods to facilitate timely and efficient deployment per TPOC's guidelines. Upon approval by the TPOC, the Contractor shall install and execute the plan to ensure full functionality of the computer hardware resources o Oversee and execute the approved deployment plan. The TPOC shall provide any hardware or software required for the execution of the plan. Security Clearance Must be a U.S. Citizen. A high-level Department of Defense (DoD) active security clearance may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information. Physical Requirements Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. Must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and may include lifting thirty (30) pounds, as necessary. Company Summary Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified NHO (Native Hawaiian Organization) 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services. Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Galapagos Federal Systems, LLC is an equal opportunity employer. Our service commitment is simple - "Quality IT Solutions On Time & On Budget. Company Employment Statement Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
- ID: #49562836
- State: Alabama Huntsville / decatur 35804 Huntsville / decatur USA
- City: Huntsville / decatur
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2023-03-27
- Deadline: 2023-05-25
- Category: Et cetera