IT Supervisor

This role involves leading a cross-functional team of Network Engineers, Systems Administrators, Database Administrators (DBAs), IT Security, Procurement/Property, Desktop Support, and Customer Service/Accounts personnel. The ideal candidate will ensure efficient daily operations across both infrastructure and end-user support services while developing strategic plans to enhance technical performance and customer satisfaction.

Key Responsibilities:

• Provide technical direction, mentorship, and performance management across both infrastructure and user-support disciplines.
• Oversee the IT Customer Service Desk and Accounts team to ensure rapid response times, adherence to Service Level Agreements (SLAs), and high user satisfaction.
• Ensure continuous operations by monitoring system performance, ticket queues, and implementing proactive measures.
• Develop and execute IT strategy and roadmap for on-premises and cloud environments.
• Plan and implement infrastructure maintenance and upgrades for the ISS Production Facility (IPF).
• Schedule patching, maintenance, and software release activities in coordination with NASA flight schedules.
• Lead the MTIC IT Security team in risk documentation, incident reporting, vulnerability assessments, and remediation.
• Oversee user account lifecycle management, ensuring strict adherence to NASA security policies for access control and onboarding/offboarding.
• Facilitate disaster recovery and business continuity activities through rigorous testing.
• Oversee property and procurement operations, including purchasing equipment, software, and conducting property audits.
• Manage hardware inventory lifecycles for both data center assets and end-user workstations.
• Interface with internal and external stakeholders, including NASA leads, to define work requirements, negotiate deliverables, and ensure alignment with program needs.
• Provide overall project management, including schedule development and resource allocation.
• Examine and re-engineer processes to optimize efficiency and implement innovative strategies

Minimum Requirements:

• Current Information Technology Leadership position.
• Strong interpersonal skills with the ability to communicate complex concepts to technical and non-technical audiences effectively.
• Proven ability to manage technical and administrative contract requirements in a fast-paced environment.
• Experience in team organization, resource prioritization, and mentoring across multiple technical functions.
• Proficiency in MS Office Suite (Word, PowerPoint, Excel, Outlook, SharePoint) with the adaptability to learn new tools.
• Attention to detail, initiative, and ability to balance concurrent assignments under dynamic conditions.

Preferred Qualifications:

• Current NASA Information Technology Leadership position.
• Experience in IT security risk management and disaster recovery planning.
• Familiarity with cloud hosting environments and infrastructure management.
• Experience managing an IT Service Desk or Help Desk environment (ITIL knowledge preferred).

Education and Relevant Work Experience:

• A BS/BA degree or higher with ten (10) or more years experience in technical positions with experience in supervising or directing other technical personnel.

ARES Benefits:

ARES offers a competitive compensation and benefit package. Full time employees may participate in:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• HSA/FSA Accounts
• Life & Disability Insurance
• Critical Illness & Accident Insurance
• ESOP
• 401(k) Plan
• Paid Time Off & Holidays

ARES is an equal opportunity employer and complies with E-Verify. We believe in hiring a diverse workforce and fostering an inclusive culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. ARES shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.