Job Description

Do you desire to be part of a hardworking, dynamic IT support team that is passionate about helping people solve IT problems?

Are you keenly interested in technology and looking for an environment that offers training, coaching and mentoring opportunities for career growth?

If so, we 're looking for someone like you to join our team at APL! 

We are ranked as one of Computerworld 's Top Places to Work in IT 5 years running, and we are seeking an IT Help Desk Assistant Section Supervisor to help us support the information technology needs of the nation 's leading university affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation.

As an IT Help Desk Assistant Section Supervisor ...

• Your main responsibility will be to assist in leading day-to-day operations of an enterprise level Help Desk/Desktop Services team supporting over 9,000 customers. Provide leadership to support staff delivering technical support for various software and hardware needs within the company.
• Assist with providing supervision, mentoring, coaching, and career guidance for all IDS staff. Contribute to staff’s Record of Accomplishment (ROA) assessment as well as actively help handle personnel issues with the team. Work closely with the IDS Management team to promote a positive work environment and achieve the group goals. Interact and collaborate with all levels of staff to include active participation and involvement as part of ITSD’s Extended Management Team (EMT).
• You will participate in Enterprise level projects providing operational guidance and a customer based focus to the project teams. You may lead group involvement in classified support, legal remediation efforts and customer walkup desk services.
• You will be responsible for daily management and coordination of the IT ticketing system queues for the group. Provide backup Queue Coordination coverage as needed. Monitor to ensure tickets are addressed within identified Service Level Agreement (SLAs) and in alignment with ITIL standard methodologies. Proactively develop improvement initiatives and solutions to enhance documentation and improve processes. Conduct periodic ticket reviews and deliver feedback to each technician on their individual ticket review. Review daily staffing levels and work with IDS Management on adjusting staff levels based on support needs. As needed, provide day-to-day scheduling and ticket assignments. Collaborate with other departments to resolve ticket issues and/or improve the customer experience.
• You will manage to resolve escalated customer request and concerns. Pull in appropriate resources to resolve the customer issue in a timely manner. Provide status updates to IDS Management team.
• You will assist with analyzing daily, weekly and monthly operational metrics. Help develop and implement process improvements and assist with other projects with enhance or are in support of department and group (IDS) goals. Provide collaboration and back-up support to IT Help Desk Assistant Section Supervisor.
• You may be required to drive APL vehicles in the course of day-to-day operations.

You meet our minimum qualifications for the job if you...

• Possess a Bachelor’s Degree in an IT-related field plus at least 4 years of recent IT-related work experience; or in lieu of a degree, at least 8 years of a combination of education and relevant IT work-related experience
• Have at least 2 years' experience leading an IT team of 5+ members or leading at least 2 projects preferably in a customer support environment.
• Have outstanding customer service skills with strong verbal, written and presentation skills.
• Possess a minimum of 7 years of broad technical experience to include desktops, laptops, and printers, software experience in Microsoft Windows, and Microsoft Office. Networking experience in a Windows server environment running Active Directory and Exchange.
• Have a consistent track record of using key performance indicators (KPIs) to analyze, develop and implement strategies which result in measurable improvements to ensure quality services are delivered within established service level agreements (SLAs).
• Have the ability to independently resolve sophisticated problems using current job knowledge, research and external resources.
• Are highly motivated with a desire to lead change in a fast-paced environment.
• Have previous experience/success as an inspiring leader, mentor and coach to direct reports and other team members with the skills required to handle all personnel matters. Ability to make difficult decisions and handle conflict resolution. Serve as a positive role model for staff and interface well with all levels of staff.
• Are willing to support and work the necessary hours to finish critical work and/or troubleshooting of customer-related issue to resolution.
• Possess a valid drivers license. If selected, you will be subject to a driving record evaluation.
• Are able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

You'll go above and beyond our minimum requirements if you...

• Have a Master’s Degree
• Have experience with Mac and Linux OS
• Have ITIL certification(s) and/or knowledge
• Have experience with Artificial Intelligence (AI)
• Have experience with identifying security-related issues such as system hacks, computer viruses and worms, and spyware
• Have industry recognized certifications in networking, security, operating systems and computer hardware and software (CompTIA, Microsoft, ACMT, etc.)

Why work at APL?

The Johns Hopkins University Applied Physics Laboratory (APL) brings world-class expertise to our nation’s most critical defense, security, space and science challenges. While we are dedicated to solving complex challenges and pioneering new technologies, what makes us truly outstanding is our culture. We offer a vibrant, welcoming atmosphere where you can bring your authentic self to work, continue to grow, and build strong connections with inspiring teammates.

At APL, we celebrate our differences and encourage creativity and bold, new ideas. 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 http://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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