Availability Manager

Columbia, MD, 1099, W2

Supervise the centralized/field operations staff in the activities associated with the identification, prioritization, and resolution of operational problems or hardware installations. Refer problems to Tier 3 staff for resolution as required, track and monitor response/resolution time, and verify user acceptance. Manage operational management team and service delivery staff to ensure service levels and objectives are met. Train and evaluate employees to enhance their performance, development, and work product.

Available shifts are

Swing 1: Sun-Thurs, 1400-2230

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


  • Implement operations improvements to meet established objectives across multiple facilities
  • Facilitate customer relationship and satisfaction while ensuring adherence to company policies and processes
  • Investigate matters of significance, recommend and implement appropriate course of action
  • Coordinate and communicate with other managers to leverage resources and discuss solutions to matters of significance
  • Develop and implement processes for leveraging and using resources to meet customer needs
  • Implement moderately complex core business processes and assist in process improvement initiatives in order to enhance customer service
  • Identify process matters of significance or enhancements and implements
  • Address performance issues and make recommendations for personnel actions
  • Prepare and recommend operating and personnel budgets for approval
  • Monitor spending for adherence to budget, recommends variances as necessary


  • TS/SCI FSP Clearance
  • 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. All degrees must be in a technical discipline from an accredited college or university. Acceptable degrees include, but are not limited to Engineering, Computer Engineering, Information Systems and Mathematics.
  • Strong understanding of technical aspects of desktop, voice and/or data communications, and LAN telecommunications including desktop and switching equipment, vendors, networking, network components, user training, installation, and customer service
  • Can follow detailed work instructions
  • Experience with enterprise management monitoring tools such as Remedy, ServiceNow, HP Openview, Solarwinds
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