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Operations Center Supervisor

Pole Star Global
Saint Petersburg, FL
  • Expired: August 26, 2022. Applications are no longer accepted.

Title: Operations Center Supervisor
Reports to: VP, Global Technical Operations
Based in: St. Petersburg, FL

ABOUT POLE STAR
Pole Star Defense is a leading provider of maritime domain awareness, maritime security, and fisheries monitoring systems to the government sector. Since 1998, we have pushed the limits of innovation, mitigating growing threats to ships, supply chains, cargo, territorial waters and, most importantly, safety of lives at sea and beyond. Today, we continue to develop and implement pioneering intelligence technologies to protect customer vessels, people, maritime domain, and reputation.

POSITION DESCRIPTION:

The Operations Center Supervisor will be embedded with and directly supervise three teams of Service Desk Analysts (SDA) supporting Pole Star Defense's 24x7 Operations Center. In this role, you will be responsible for managing customer support and systems monitoring. As a member of the operations management team, you will provide direction, clarity, coaching and performance management to the SDAs to ensure the highest level of customer service and operational performance.

RESPONSIBILITIES:

  • Supervise the SDA team, including on-boarding, training & development, scheduling, and coaching to produce a high-performing team
  • Responsible for scheduling and real-time monitoring of the team's coverage to ensure 24/7/365 operation and being available to step in to cover shifts as necessary
  • Develops, implements, and enforces Operations Center procedures. Identifies where new or updated procedures are needed and coordinates with stakeholders
  • Monitor incident trends, coordinate process improvement, and implement proactive resolution methods


Requirements

  • Front-line leadership experience managing teams of 6 or more employees •
  • Motivational skills and the ability to lead teams across multiple shifts
  • Critical thinker & creative problem-solver
  • Ability to exhibit strong verbal and written communication skills
  • AWS Certified Cloud Practitioner (will have to obtain upon hire if you do not currently have)
  • Security+ (will have to obtain upon hire if you do not currently have)


DESIRED SKILLS (Not Required):
  • Experience supervising a 24x7 service desk
  • AWS Certified Solutions Architect - Associate
  • Linux Essentials certificate or equivalent
  • Linux Professional Institute LPIC-1
  • Experience working with DHS or DoD


EDUCATION/CERTIFICATIONS:
  • High School Diploma or GED

TRAVEL REQUIRED:
  • Ability for up to 10% travel both domestic and international.


WORK SCHEDULE NOTE:

While this position is scheduled for a traditional Monday - Friday work week, our systems run 24/7/365 and as such, you may be expected to perform out of hours, on-call support on an as needed basis. Additional compensation may be available for working on-call, standby, or holiday hours.

This position requires use of or access to information subject to the Export Administration Regulations ("EAR") or the International Traffic in Arms Regulations ("ITAR"). Accordingly, all applicants must be U.S. persons within the meaning of these regulations. Under ITAR, a U.S. person is defined as a U.S. Citizen, U.S. Permanent Resident, or a person who is a protected individual under the immigration and Naturalization Act (8 U.S.C. 1324b(a)(3)).

Pole Star Defense is a U.S. Government contractor and is an Equal Opportunity Employer including disability and veterans.

COVID 19 CONSIDERATIONS:

Pole Star Defense follows all local and federal guidelines on how to best protect its employees, visitors, and guests from the COVID 19 virus. This includes following guidance and implementing policies set forth by the CDC, WHO and OSHA.

Benefits

Pole Star Defense offers benefits that are designed to lead an evolving marketplace and encourage a healthy balance between work and life. Highlights of those benefits are listed below:
  • Medical, Vision, Dental, Disability insurance for employees and dependents (100% covered by company)
  • Life insurance, company funded to 3x salary
  • 20 days annual leave (can buy or sell more days)
  • Up to a 10% Annual bonus available
  • Up to a 5% 401K matching
  • Gym membership subsidy
  • Volunteer Day PTO
  • Refer-a-friend recruitment bonus

Pole Star Global

Address

Saint Petersburg, FL
33701 USA

Industry

Business