Enterprise Systems Support Manager

Description

The Enterprise Systems Support Manager is responsible for providing leadership, strategic direction, and operational oversight for the Enterprise Systems Support (ESS) organization supporting NASA's Network and Telecommunications Services (NaTS) environment. This position leads a team of systems administrators, tool administrators, and engineers responsible for the deployment, operation, maintenance, and continuous improvement of enterprise monitoring, management, automation, and operational support platforms.
The successful candidate will oversee the administration and optimization of critical enterprise tools and services including network monitoring, performance management, fault management, configuration management, automation, reporting, and operational analytics platforms. This role serves as the bridge between Engineering, Operations, Cybersecurity, and Customer stakeholders to ensure enterprise tools effectively support mission operations, service assurance, and operational decision-making.
The Enterprise Systems Support Manager is expected to drive operational excellence, improve service visibility, automate manual processes, and develop strategic roadmaps that enhance the efficiency and effectiveness of the NASA enterprise network environment.

Key Responsibilities

• Provide leadership and oversight for the Enterprise Systems Support organization responsible for enterprise monitoring, management, automation, and reporting platforms.

• Develop and execute strategic roadmaps for enterprise tools and operational support capabilities.

• Manage the lifecycle of enterprise applications and systems, including planning, deployment, upgrades, maintenance, optimization, and retirement.

• Ensure availability, reliability, security, and performance of enterprise operational support platforms.

• Lead a team of systems administrators, tool administrators, and support engineers responsible for day-to-day operations.

• Establish operational priorities and allocate resources to support customer requirements and organizational objectives.

• Partner with Engineering, Operations, Cybersecurity, and Mission Operations teams to develop integrated monitoring and management solutions.

• Drive automation initiatives that improve operational efficiency, reduce manual effort, and enhance service delivery.

• Oversee platform integrations, data collection strategies, event correlation capabilities, dashboard development, and reporting solutions.

• Manage vendor relationships, software licensing, maintenance agreements, and technology refresh activities.

• Develop and maintain system architecture documentation, standard operating procedures, knowledge management artifacts, and operational runbooks.

• Establish performance metrics and KPIs to measure platform effectiveness and operational value.

• Lead root cause analysis efforts related to tool outages, data integrity issues, and operational support platform incidents.

• Ensure compliance with security policies, audit requirements, and government regulations.

• Support project planning, budgeting, forecasting, and workforce development initiatives.

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline with 10+ years of relevant experience.

• Equivalent combinations of education and experience will be considered.

• Minimum 5 years of leadership experience managing technical teams supporting enterprise applications, systems administration, or network management tools.

• Experience managing enterprise-scale monitoring, management, and operational support systems.

• Strong understanding of systems administration, enterprise application support, and IT operations.

• Experience managing budgets, staffing, priorities, and operational performance metrics.

• Demonstrated ability to lead geographically dispersed teams in a mission-critical environment.

• Excellent written and verbal communication skills with the ability to brief customers, senior leadership, and technical teams.

• Strong organizational, analytical, and problem-solving skills.

• Proven ability to manage multiple priorities and drive…