Manager Systems Support Engineer Jobs in Maryland

Job Summary:
Intelliforce-IT Solutions Group, LLC is a company focused on mission-driven work, and they are seeking a Watch Desk Lead to oversee operational systems in a 24x7 environment. The role involves leading a small team, monitoring system health, troubleshooting issues, and developing standard operating procedures to ensure mission success.
Responsibilities:
• Lead Watch Desk activities supporting operational systems in a 24x7 mission environment
• Monitor system and application health and identify issues before they become mission-impacting
• Troubleshoot OS, application, dataflow, and network issues and escalate as required
• Read and interpret system graphs, dashboards, and metrics to assess system health and correct operations
• Support mission analytics operations and use RTRG mission analytics in day-to-day monitoring and response
• Oversee Tier 1 support activities for production systems supporting mission users worldwide
• Generate concise and accurate status updates for customers, teammates, and leadership
• Produce reports and metrics for customer submission using multiple data sources
• Develop SOPs for Watch Desk personnel and customer use
• Direct and provide meaningful guidance to a small team of Watch Desk shift personnel
• Maintain schedules and support shift coordination as required
• Partner with government personnel and contractor teammates to support new architecture entering operations
• Help maintain clear procedures, strong coordination, and steady execution in a high-visibility mission support environment
Qualifications:
Required:
• Top Secret Clearance with Polygraph, must be active.
• Must be a U.S. Citizen.
• 14 years of experience as a Systems Engineer in programs and contracts of similar scope, type, and complexity is required.
• Bachelor’s degree in Systems Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or a related discipline from an accredited college or university is required.
• Five additional years of SE experience may be substituted for a bachelor’s degree.
• Security+ Certification required, or willingness to attain within 6 months.
• Experience supporting operational systems in a mission, NOC, Watch Desk, or service desk environment.
• Experience leading or coordinating technical support efforts in a high-tempo operational setting.
• Strong systems troubleshooting skills across hardware and software.
• Strong Linux skills, including system monitoring and troubleshooting.
• Experience with Java or scripting languages such as Ruby, Python, or Bash.
• Experience developing SOPs and operational procedures.
• Familiarity with Rancher, Ansible, Elasticsearch, Redis, Solr, Docker, Kubernetes, and dataflow concepts.
• Experience with Nagios, Grafana, and Prometheus.
• Experience monitoring OS and applications and troubleshooting issues as needed.
• Experience troubleshooting dataflow and network issues and escalating when required.
• Ability to read a variety of system graphs and operational dashboards and correctly interpret system behavior.
• Strong written and verbal communication skills.
• Ability to dissect complex issues and generate concise, accurate status.
• Experience generating metrics and reports for customers using disparate data sources.
• Ability to lead a small team and provide meaningful guidance to teammates.
• Ability to maintain schedules and support continuous Watch Desk operations.
Preferred:
• AWS knowledge or hands-on AWS experience.
• Experience supporting 24x7 operations or watch environments.
• Experience with Tier 1 support for mission-critical or operational systems.
• Experience helping transition new systems or architecture into operational support.
• Familiarity with systems engineering processes, requirements, and operational documentation.
• Strong troubleshooting, coordination, and incident management skills.
• Ability to stay organized and decisive in fast-moving operational environments.
Company:
Intelliforce-ITSG is a Woman-Owned Small Business in Ellicott City, Maryland, dedicated to delivering the highest quality secure solutions to our government customers in order to better protect our nation. Founded in 2011, the company is headquartered in Ellicott City, USA, with a team of 51-200 employees. The company is currently Growth Stage.