EDGAR PDS Support Desk Manager

Job Type
Full-time

Description

Position Summary:

The EDGAR PDS Support Desk Manager will lead day-to-day production support and service desk operations for the SEC’s EDGAR PDS environment. This role is responsible for ensuring users receive timely, accurate, and effective technical support while maintaining the stability and availability of a mission-critical application environment.

The Support Desk Manager will lead the support team, oversee incidents and service requests, coordinate escalations with engineering and operations teams, and use operational data to identify recurring issues and improve service delivery. The ideal candidate combines strong customer-facing leadership with hands-on technical knowledge of AWS, Python, application support, and production operations.

Key Responsibilities:

- Lead daily operations of the EDGAR PDS Support Desk, ensuring responsive and professional support to users.
- Manage incidents, service requests, problem tickets, and escalations from identification through resolution.
- Serve as the primary escalation point for complex or high-priority production support issues.
- Coordinate troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams.
- Monitor ticket queues, aging items, priorities, service levels, and recurring production issues.
- Lead incident triage and ensure appropriate technical resources are engaged for critical issues.
- Support root-cause analysis and drive corrective and preventive actions for recurring problems.
- Develop and maintain standard operating procedures, troubleshooting guides, knowledge articles, and escalation procedures.
- Use Python and automation where appropriate to improve support processes, diagnostics, reporting, and repetitive operational activities.
- Support applications and services operating within AWS, including troubleshooting issues across cloud-hosted components and environments.
- Track operational trends and provide management reporting on incidents, service levels, recurring problems, risks, and overall support performance.
- Work closely with development and engineering teams to improve application supportability and production readiness.
- Coordinate support activities during application releases, deployments, maintenance events, and production changes.
- Mentor and provide day-to-day leadership to support analysts and technical support personnel.
- Maintain a strong customer-service culture focused on rapid resolution, clear communication, accountability, and continuous improvement.

PHYSICAL DEMANDS:

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Inadev Corporation does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin

INTEGRITY AND COMPLIANCE NOTICE:

All information provided by applicants must be complete, truthful, and accurate. Any intentional misrepresentation of skills, experience, credentials, or identity may result in removal from consideration for this and future employment opportunities.

For positions supporting U.S. federal government contracts, applicants may be subject to background investigations and employment eligibility verification in accordance with federal regulations. Providing false information during this process may be subject to review and action as required under applicable federal laws and security regulations.

Inadev is proud to be an Equal Opportunity Employer and a federal contractor committed to compliance with all applicable EEO, OFCCP, and federal hiring standards.

Requirements

Non-Technical Requirements:

- Must be a U.S. Citizen.
- Must be willing to work a HYRBID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
- Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
- Strong communication and presentation skills.
- Must be able to prioritize and self-start.
- Must be adaptable/flexible as priorities shift.
- Must be enthusiastic and have passion for learning and constant improvement.
- Must be open to collaboration, feedback and client asks.
- Must enjoy working with a vibrant team of outgoing personalities.

Required Qualifications:

- 5+ years of experience in application support, production operations, service desk, or related IT support roles.
- Experience leading or managing a technical support or production support team.
- Hands-on experience supporting applications hosted in Amazon Web Services (AWS).
- Working knowledge of Python, including scripts used for troubleshooting, automation, monitoring, or operational support.
- Strong understanding of incident, problem, change, and service request management.
- Experience troubleshooting complex application and infrastructure issues across multiple technical teams.
- Familiarity with monitoring, logging, alerting, and production diagnostic tools.
- Strong understanding of ticket management, SLAs, escalation procedures, and operational metrics.
- Excellent written and verbal communication skills, particularly when communicating production issues and status to technical and business stakeholders.
- Ability to operate effectively in a high-availability, mission-critical production environment.

Preferred Qualifications:

- Experience supporting federal government or other highly regulated production systems.
- Experience supporting large-scale transaction-processing or public-facing applications.
- Knowledge of ITIL-based service management practices.
- Experience with AWS monitoring and operational services such as Amazon CloudWatch.
- Experience developing scripts or automation to reduce manual support activities and improve operational efficiency.
- Experience working with DevOps, application development, infrastructure, database, and cybersecurity teams.

Success Profile:

The strongest candidate will be a hands-on support leader who can manage people and service delivery while also understanding the technology well enough to drive an incident to resolution. This person should be comfortable moving between customer communication, ticket/incident management, AWS troubleshooting, Python-based automation, and coordination with engineering teams.

Salary Description
$120,000-$145,000 (based on pertinent experience)