Availability Manager, Mid-level (Swing or Night Shift)

Independent SoftwareAnnapolis Junction, Maryland, United StatesOnsite

What you will be doing:

Independent Software is seeking an Availability Manager to supervise the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. Refers problems to Tier 3 staff for resolution as required, tracks and monitors response/resolution time, and verifies user acceptance.

Requirements:

Manages operational management team and service delivery staff to ensure service levels and objectives are met. Implements operations improvements to meet established objectives across multiple facilities.

Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes. Investigates matters of significance, recommends and implements appropriate course of action.

Coordinates and communicates with other managers to leverage resources and discuss solutions to matters of significance. Develops and implements processes for leveraging and using resources to meet customer needs.
Implements moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service. Identifies process matters of significance or enhancements and implements.
Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions.
Prepares and recommends operating and personnel budgets for approval. Monitors spending for adherence to budget, recommends variances as necessary.
Can follow detailed work instructions. Experience with enterprise management monitoring tools such as Remedy, ServiceNow, HP Openview, Solarwinds a plus.

Available shifts are:

Swing 1: Sun-Thurs, 1400-2230Swing 2: Tues-Sat, 1400-2230Night 1: Sun-Thurs, 2200-0630Night 2: Tues-Sat, 2200-0630

Experience and Education Requirement:

Must have seven (7) years of experience that can be a combination of work history and education.A Masters’ degree is equivalent to 6 years’ experience; a Bachelors’ degree is equivalent to 4 years of experience and an associates’ degree is equivalent to 2 years of experience

Clearance Required

Must possess an active TS/SCI with Polygraph security clearance to be considered for this role.

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

Life at Independent Software

Entrepreneurs who are serious about giving their idea the best chance of success turn to Independent Software. Our product development and acceleration services allow startups to build a solid foundation during the early, risky phase of company formation. Through our A100 Software Developer Apprenticeship Program, we develop emerging local talent and connect these A100 Certified Developers with growing, innovative Partner Companies building their teams. Our A100 for Entrepreneurs program provides a revolutionary product development platform to early stage companies looking to reduce risk and maximize the return on their development budget. Venture Partner Companies accelerate their product and their team through a managed service that provides them with Apprentice teams and expert guidance on topics like Customer Development and Agile. Collaboration is at the heart of everything we do. During the software development process, we take an idea from blank page to beta. Clients become a part of our team even as they maintain control and ownership of what we build together. Working with us is also a gateway to other resources like startup founders, supporters, mentors, investors, and talent.

Thrive Here & What We Value- Independent Software fosters a collaborative work environment where teamwork and open communication are highly valued.- The company prioritizes employee wellbeing with benefits such as health insurance, retirement plans, and paid time off.- Independent Software is an Equal Opportunity Employer (EOE), M/F/D/V.- Emphasis on teamwork and adaptability in a dynamic environment.- Focus on customer communication and relationship building.- Commitment to providing high-quality IT services to clients at all times.- Support for ongoing learning and professional development opportunities.- Independent Software values its employees, offering growth and development opportunities.- The company encourages continuous learning through training programs and mentorship.- Prioritizes worklife balance with flexible schedules and telework options when possible.