3 days old

Customer Technical Support Supervisor

Clarksville, VA 23927
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Business Group Highlights

Civilian, State and Local

Perspectas Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.



Every day at Perspecta, we enable hundreds of thousands of people to take on our nations most important work. Were a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nations most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselvesto respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Customer Technical Support Supervisor, General Description

Supervise and direct NOC staff on the day-to-day operations of prioritization, triage, communication, and escalation of business critical systems/services:

  • Directly assist in assessing, developing, and maturing the capabilities of the NOC staff, which includes the maturation of people, processes, and technology
  • Lead role in developing and creating processes with other IT Operations process owners to enhance visibility and cross-communication, and establish escalation/notification standards for critical business system/service incidents to ensure operational stability and adherence to IT cross-functional lines of effort and Service Level Agreements (SLAs)
  • Provide guidance and leadership on the strategies, processes and technologies of current NOC resources while also assisting in forecasting the current and future budgetary needs
  • Supervise and execute root cause and problem analysis with NOC staff and IT teams across all business critical systems/services
  • Lead the NOC staff in timely and accurate reporting, and delivering metrics on performance, output, outcomes, and impact
  • Assist in the development and execution of training programs for new and existing NOC Analysts, as well as contributing to the hiring of new staff
  • Assist Management and Engineering efforts with the development and/or revision of NOC processes, protocols, and systems
  • Support multiple technical teams in a 24 x 7 operational environment with high uptime requirements.
  • Varied shift schedules will include day, evening and weekend hours
  • Perform other related duties as required Other Job Functions
  • Conducts performance reviews and provides leadership and coaching
  • Foster a cooperative and engaging work environment, focusing on teamwork and collaboration
  • Conflict resolution and/or mediation skills
  • Ability to assess and maintain quality of systems functionality, maintenance, and recovery


Years of Experience and Education

  • Bachelor's Degree in Computer Science or Computer Information Systems or equivalent work experience
  • 8-10 years' of experience in systems administration and/or information technology administration, with previous supervisory/management experience

Addition Preferred Qualifications

  • Leadership experience managing cross-functional teams and influencing senior level management and key stakeholders
  • Information Technology Infrastructure Library (ITIL) Foundation certification with a firm understanding of IT Service Management (ITSM) frameworks
  • Excellent performance leadership experience, mentorship, and the ability to provide growth opportunities for staff members
  • Expert knowledge of established systems infrastructure and system/application logging related to their position and technology base
  • Ability to write technical instructions in the administration of systems and/or systems modifications
  • ITIL certification a plus
  • Previous system administration, service desk or NOC leadership experience in retail industry strongly preferred
  • Experience leading, supporting, and monitoring network systems, servers or storage in an enterprise environment

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


  • Information Technology
Posted: 2020-04-07 Expires: 2020-05-07

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Customer Technical Support Supervisor

Clarksville, VA 23927

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