Shift Supervisor

Schedule Management

• Create and maintain shift schedules to support all program workflows
• Work with Azure SME/Leads to ensure adequate volume support.
• Review PTO and Callout requests, providing overtime as needed.

Queue Management / Incident Resolution

Weekend - On Call Role

Resource Management Responsibilities

• Handle personnel management and issue escalation to improve engineer performance.
• Conduct recurring touchpoints with all engineers and serve as an onsite/shift presence.
• Support resource performance initiatives, including training and career development.
• Communicate/escalate issues for leadership awareness and support deliverables such as a weekly status report.
• Document personnel or performance issues and escalate concerns to other Leads.
• Responsible for team productivity to ensure maximum output with a high customer satisfaction rating.
• Communicates job expectations and enforces organizational policies, procedures, and core values.
• Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science, or a related field preferred, or equivalent relevant experience.
• 4-6 years of experience in Information Technology with 2 years of experience managing IT staff.

Clearance Requirements

• Active TS/SCI w Poly clearance
• Clearance has been adjudicated by the Maryland MPO

Other Job Specific Skills

• Must have strong communication skills and be able to effectively communicate technical issues.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Experience supporting 24x7 cloud-based environment.
• Experience in analysis, troubleshooting, and providing solutions for technical issues.
• Strong organizational and multi-tasking skills.