EDGAR PDS Support Desk Manager

EDGAR PDS Support Desk Manager

Job Number: QBA1027-1
Position Type: Full-Time
Location: Reston, Virginia (VA) and client locations in the Washington, D.C. area
Work Arrangement: Hybrid — 2–3 days remote per week
Minimum Experience: 5+ Years

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, ensuring timely issue resolution and the stability and availability of mission-critical applications. This role oversees support personnel, manages incidents and service requests, coordinates escalations across engineering and operations teams, and uses operational data to improve service delivery.
The ideal candidate will have hands-on experience supporting AWS-hosted applications, working knowledge of Python scripting, and strong leadership skills in application support and production operations.
Key Responsibilities

- Lead daily support desk operations for the EDGAR PDS environment.
- Manage incidents, service requests, problem tickets, and escalations through resolution.
- Serve as the primary escalation point for complex and high-priority production issues.
- Coordinate troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams.
- Monitor ticket queues, ticket aging, priorities, service-level agreements (SLAs), and recurring issues.
- Lead incident triage and engage appropriate technical resources to resolve critical production issues.
- Conduct root cause analysis and coordinate corrective and preventive actions.
- Maintain standard operating procedures (SOPs), troubleshooting guides, knowledge articles, and escalation procedures.
- Use Python scripts and automation to support diagnostics, reporting, and repetitive operational tasks.
- Support AWS-hosted applications and services, including troubleshooting cloud components and environments.
- Prepare operational reports covering incidents, service levels, recurring issues, risks, and support performance.
- Collaborate with development and engineering teams to improve application supportability and production readiness.
- Coordinate releases, deployments, maintenance activities, and production changes.
- Mentor support analysts and promote consistent service desk practices.
- Foster a customer-focused support culture emphasizing timely resolution, clear communication, accountability, and continuous improvement.

Minimum Experience and Qualifications

- Minimum 5 years of experience in application support, production operations, service desk operations, or related IT support functions.
- Demonstrated experience leading or managing a technical support or production support team.
- Hands-on experience supporting applications hosted on Amazon Web Services (AWS).
- Working knowledge of Python scripting for troubleshooting, automation, monitoring, reporting, or operational support.
- Experience with incident, problem, change, and service request management.
- Ability to troubleshoot complex application and infrastructure issues across multiple technical teams.
- Experience using monitoring, logging, alerting, and production diagnostic tools.
- Familiarity with ticket management systems, SLAs, escalation procedures, and operational metrics.
- Experience supporting mission-critical applications requiring high availability and operational reliability.
- Strong communication skills for coordinating with technical teams, management, and business stakeholders.

Mandatory Technical Skills

- Application Support and Production Operations
- Technical Support Desk / Service Desk Leadership
- AWS Cloud Application Support
- Python Scripting and Operational Automation
- Incident, Problem, Change, and Service Request Management
- Production Troubleshooting and Incident Triage
- Root Cause Analysis and Corrective/Preventive Actions
- Monitoring, Logging, Alerting, and Production Diagnostics
- Ticket Queue Management and SLA Tracking
- Escalation Management
- Cross-Functional Technical Coordination
- Production Readiness and Operational Support
- Operational Reporting and Performance Metrics

Mandatory Non-Technical Skills and Requirements

- U.S. Citizenship: Must be a U.S. citizen.
- Hybrid Work Arrangement: Must be willing to work in a hybrid arrangement, including onsite work in Virginia and/or client locations in the Washington, D.C. area, with 2–3 remote days per week.
- Leadership and Team Management: Ability to guide, mentor, and coordinate technical support personnel.
- Communication: Strong written and verbal communication skills for technical and non-technical stakeholders.
- Customer Service Orientation: Commitment to timely issue resolution, stakeholder satisfaction, and professional service delivery.
- Problem-Solving and Decision-Making: Ability to prioritize incidents, assess operational risks, and coordinate effective resolutions.
- Accountability and Ownership: Ability to manage escalations and follow issues through to resolution.
- Organization and Prioritization: Ability to manage multiple incidents, requests, deadlines, and competing priorities.
- Collaboration: Ability to work effectively with application development, engineering, infrastructure, database, cloud, and cybersecurity teams.
- Continuous Improvement: Willingness to improve processes, documentation, operational efficiency, and service quality.

Nice-to-Have Skills

- Experience supporting federal government or regulatory production systems.
- Experience with large-scale transaction-processing or public-facing applications.
- Familiarity with ITIL-based service management practices.
- Experience with AWS CloudWatch.
- Experience developing scripts or automation to reduce manual support effort.
- Experience collaborating with DevOps, application development, infrastructure, database, and cybersecurity teams.
- Experience supporting SEC systems or EDGAR-related applications.

Degrees and Certifications

Preferred: ITIL certification or relevant AWS certification may be beneficial, but neither is confirmed as a client requirement.