Supervisor, System Administration

Overview

L3

Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3

Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3

Harris is the Trusted Disruptor in defense tech. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title:
Supervisor, System Administration

Job Code: 37688

Job Location: Greenville, TX (100% Onsite)

Job Schedule: 5/8

Job Description:

L3

Harris is seeking an experienced, motivated, and customer-focused IT Customer Support Supervisor to lead our 24x7 Network Operations Center (NOC). The successful candidate will be the frontline supervisor for the Tier 1 support team supporting customers, ensuring the stability and integrity of our network services and escalation support across enterprise systems and mission-critical infrastructure.

This position is responsible for the oversight of day-to-day operations in the operations center and ensuring Tier 1 technicians are adhering to proper procedures in a timely manner. The position will also manage administrative tasks and operational activities as well as act as focal point between the 24/7 operations center and Program Office supervision.

• Supervisory element within the 24/7 operations center.
• Ability to obtain CompTIA Security+ certification.
• Manage daily ticket processing with end-users and subcontractors.
• Manage real-time monitoring of all missions to ensure continuous connectivity and health status of terrestrial and SATCOM systems, as well as report any anomalies to Government operation center.
• Provide first-level contact and convey resolutions to customer and user issues by answering incoming programmatic inquiries promptly.
• Accurately log all helpdesk interactions and track user requests within the ITSM ticket system.
• Perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
• Manage service requests by fulfilling user needs in a timely and efficient manner, adhering to service level agreements.
• Manage software and hardware updates and assist other field service representatives to ensure all USG aircraft are properly configured to support their mission.
• Actively manage all network and satellite system maintenance requests with government and end users.
• Monitor and track specific program info using designated resources, ensuring constant awareness of status.
• Team with Government Customers and commercial vendors to perform incident management by identifying, analyzing, and, escalating complex problems to higher-level support teams when necessary.
• Participate in ongoing training and development to stay current with system information, changes, and updates.

• Bachelor’s degree and a minimum of 2 years of prior related experience in IT operations or maintenance. In lieu of a degree, minimum of 6 years of prior related experience in IT operations or maintenance.
• Requires an Active Secret security clearance.
• Minimum 6 years experience working in Microsoft Office and Office 365 suite.

• Active CompTIA Security+ certification.
• Prior military experience.
• First-hand experience with Helpdesk operation and supervision.
• Excellent verbal and written communication skills in an executive and military standpoint.
• Familiarity with ITSM ticketing systems (ex. Service Now).
• Experience in monitoring systems and interpreting data.
• Knowledge of incident management and service request management processes.
• Familiarity with information systems and troubleshooting connectivity issues.
• Ability to present ideas in a business-friendly and user-friendly language to all levels of customers and management.
• Experience documenting day-to-day tasks.
• P…