User Support and System Specialist Supervisor

The Opportunity

The Fusion Analysis and Development Effort (FADE) is seeking a dedicated and proactive 24/7 User Support and System Specialist Supervisor to join our team. In this role, you will manage a team of 5 professionals, leveraging your operational intelligence experience to support continuous availability and performance of our applications by monitoring systems, providing user engagement, data familiarization and performing first-line troubleshooting. This position requires a commitment to working rotating shifts to provide around-the-clock coverage. You would be supporting FADE Applications, to include MIST, Watchbox, Intelbook, Linx, Reports, Sheets, and Drive.

Key Focus Areas

Team Management
User engagement
Direct support to software development efforts using your operational IC experience
Rotating 24/7 system monitoring and help desk support
First line troubleshooting if/when software issues occur


Responsibilities

Management

Create 24/7 Shift Schedule and manage staff coverage and any leave.
Manage 5-person team including personnel management tasks like timesheets, performance reviews, hiring support, etc.
Support your team by regularly rotating through nights and weekends.

User Support

Leverage intelligence and operational background to provide timely support to users asking questions or reporting system issues.
Assist end users with tool capability, data familiarization and workflow applicability questions.
Provide in-depth knowledge of critical data layers and help users apply that to operational workflows.
Communicate with users to gather detailed information about issues and provide clear instructions for resolution.
Maintain accurate records of monitoring activities, helpdesk tickets, incidents, and resolutions.

First-Line Troubleshooting & Monitoring

Continuously monitor, across multiple security domains, application performance and system health using monitoring tools and dashboards.
Quickly diagnose application issues and perform initial troubleshooting, providing workarounds when available.
Resolve common issues independently and escalate complex issues to the development and sustainment teams with detailed information and context. 
Work with cross-functional teams to ensure issues are resolved efficiently and effectively.
Identify and respond to system alerts and notifications in a timely manner, paging on-call support as required.
Provide round-the-clock coverage through rotation of overnight and weekend shifts.

Cross Team Collaboration

Work closely with the FADE Mission Operations Engineering (MOE) team to provide detailed reports of incidents that occurred during shifts.
Provide feedback on application performance to developers and sustainment engineers to identify areas for improvement.
Work with the MOE and development teams to understand the latest capabilities to provide the latest information to users.
Collaborate with cross-functional teams to ensure efficient and effective issue resolution.

Qualifications:

Required

Active and current TS/SCI with polygraph
Minimum of 5-7 years of experience in leadership, application monitoring, user support, or a related role.  
Strong communication and interpersonal skills.
Intelligence Expertise:
Established expertise in at least one intelligence discipline multi-INT analytical experience.
Familiarity with multi-INT data sets.
Strong customer service background.   
Willingness to work rotating shifts, including nights, weekends, and holidays.

Desired

Relevant certification (Security+) is encouraged.
Understanding of system monitoring tools such as Grafana and Kibana.
Prior experience using FADE Applications (MIST, Intelbook, Watchbox, Linx, Reports, and Drive).
Software testing experience and methodologies.
Excellent problem-solving and analytical skills.
Military service background.
Working Conditions

Shift Work: overnight and weekend shifts to provide 24/7 operational coverage.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: