Network Services Team Lead

Job Description

POSITION SUMMARY:
The Office of Information Technology is responsible for selecting, deploying, and supporting software, hardware, and telecommunication resources for the 450 + staff members of the Central Administrative Offices (CAO) of the Catholic Diocese of Arlington (CDA), the Arlington Catholic Herald (ACH), and the Catholic Charities of the Diocese of Arlington (CCDA) in fulfilling their mission within the Diocese.
The Information Technology Office is a group of generalists divided into network and applications services teams that collaborate on delivering services and projects. The Network Services team is primarily focused on the entities' critical infrastructure, which includes network equipment, servers, Active Directory, Office 365, backups, Microsoft System Center, multi-function printers, etc. The infrastructure includes a two-domain environment with a single AD forest and includes 10 + remote Catholic Charities Offices (CC). The Catholic Charities network is a WAN with remote locations connected by VPN, while the CAO is a LAN environment supporting the immediate campus of 200 North Glebe and 80 North Glebe.
The Network Services Team Lead is responsible for the day-to-day operations, management, and troubleshooting, of the network infrastructure listed above which includes monitoring and analyzing performance; coordinating maintenance and support; and recommending upgrades/changes. It is also the escalation point for tier 2/3 technical support tickets. In addition to being a technical position, this is a managerial position that supervises the tech support team, Asst. Network Administrator and Asst. System Administrator. Lastly, it also provides support to the Assistant Director on infrastructure projects as needed.
PRINCIPAL DUTIES:

• Oversee the day-to-day administration of network services operations, balancing personnel resources across network infrastructure, tech support and new project initiatives.

• Supervise Network Services staff (Tech Support Technicians, Asst. System Administrator and Asst. Network Administrator) including the development of the position descriptions, staff recruitment, professional development, and performance evaluation.

• Meet with Network Services team daily to review open tickets and assign tasks for each member for that day.

• Coordinate the execution and completion of network services related tech support tickets.

• Manage and update all technical support requests and resolutions in Track It Help Desk/Inventory system including monitoring ticket queue, reviewing, assigning, tracking, and closing tickets.

• Act as escalation point to provide guidance and assistance for Network Services team.

• Ensure all Tech Support SLAs are met for support requests.

• Provide ticket status report, with a focus on tickets that are past the SLA timeframe, to Assistant Director on a weekly basis prior to team meetings, preferably a day in advance.

• Provide Assistant Director with feedback on performance and areas of improvement for Network Services staff.

• Mentor and train Network Services staff based on CAO network environment, SLAs, and SOPs.

• Monitor and maintain the performance, and availability of Active Directory domains and trust relationship.

• Act as initial point of contact to troubleshoot Active Directory and internal DNS & DHCP servers.

• Coordinate annual access control review of financial audit.

• Administer, maintain, and monitor the security of the Office 365 tenant and associated on prem infrastructure.

• Act as escalation point to troubleshoot support issues relating to Office 365.

• Provide second-tier troubleshooting and resolution for Office 365 mailboxes and calendars.

• Serve as primary point of contact and support for Mimecast (anti-spam and anti-virus for exchange).

• Execute daily monitoring of systems (Office 365, AD Replication, email, Mimecast, backups).

• Act as SME for Microsoft System Center Configuration Manager including Windows OS upgrades, Windows security patches, third party application patching/updates and Windows imaging.

• Act as SME for System Center Virtual Machine Manager (SCVMM) including day to day administration, configuration, and troubleshooting.

• Act as SME for System Center Operations Manager (SCOM) including day to day administration, configuration, and troubleshooting.

• Act as primary administrator and provide second tier troubleshooting and support for Track-It, DRIVVE, Serv U, Extensis and Portfolio.

• Perform day to day administration, monitoring, support, and configuration of both on premise and cloud backup solutions.

• Maintain up-to-date testing environments for critical server environments.

• Monitor system backups and execute restore/recovery of files when data is lost or damaged

•  Execute monthly request and restore of DR test files.

• Maintain and manage all Microsoft license information.

• Provide back-up coverage and support for firewall and security infrastructure.

• Act as primary administrator for Fat Pipe load balancer.

• Act as on-call primary point of contact for after hours and weekend infrastructure issues for a one-week rotation every four to six weeks.

• Act as Disaster Recovery Coordinator in Disaster Recovery Training and Test efforts and actual disasters.

• Provide input to Assistant Director on the Network Services portion of the annual IT budget.

• Other responsibilities as assigned.

QUALIFICATIONS:
Knowledge/Skills:

• Expert knowledge of Windows 10 and Microsoft Office Suite 2016

• Extensive knowledge of computer hardware troubleshooting and repair

• Experience with Microsoft System Center Suite including Config Manager, Operations Manager and Virtual Machine manager

• Advanced knowledge and use of Microsoft System Center Configuration Manager (SCCM)

• Advanced knowledge of local area networks

• Advanced knowledge of Windows Server 2012/R2, Server 2016 and Server 2019

• Advanced knowledge of Office 365

• Intermediate level knowledge of firewall and threat prevention solutions.

• Excellent verbal communication skills

• Ability to organize, prioritize and manage multiple tasks

• Ability to work independently with minimum supervision

• Ability to maintain effective working relationships with colleagues

Education: Bachelor's Degree in Computer Science or Technology related field or equivalent degree and experience.
Licenses/Certifications: A+ and Network + required; Security+ preferred
Years and Types of Experience: Seven plus years' experience in network and/or system administration role, managing day to day operations of network infrastructure. Four plus years' experience providing supervision to tech support and/or junior system administrator positions.
 

About the Employer

One of the youngest and fastest growing Catholic dioceses in the United States, the Diocese of Arlington coordinates the activities of the parishes, schools, outreach programs and central administrative offices for the 21 counties in Northern Virginia.