AceInfo Solutions, Inc.

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Operational Watch Supervisor 1

Operational Watch Supervisor 1

Job Location 
Regular Full-Time
Position Duration 
NACI-Must be able obtain

More information about this job


Ace Info Solutions, Inc. (AceInfo) is a leading Federal contractor with a focused vision: empower our clients, challenge our employees, and grow our business. Founded in December 2000, we are deeply committed to ensuring quality and customer satisfaction. We have a mature corporate infrastructure, strong management, and quality practices. AceInfo is a trusted IT partner to the Federal Government, and we help various agencies transform and strengthen their processes, operations, infrastructures, and security practices to help them further their critical missions.

For over 15 years, we have successfully managed large and significant Federal programs. We have proven experience prioritizing client satisfaction, project quality, and providing innovative, cost-effective solutions to Federal clients.

AceInfo is prime on 95% of our contracts, is headquartered in Reston VA, and has geographically dispersed office locations throughout the country, to include: Kearneysville, WV; Chesapeake, VA; Fort Collins, CO; Boulder, CO; Quantico, VA; Kansas City, MO; Bowie, MD; multiple Washington, DC Metropolitan locations, and project presence in 23 states in all time zones. We offer excellent benefits and salary packages including free medical/dental/life insurance premiums for staff members. We offer relocation assistance for internal employees and external candidates, within 50 miles (minimum) of work location. We do not offer assistance for relocation and housing for internship positions.


AceInfo is currently seeking an Operational Watch Supervisor to support our federal project,in Kearneysville, WV. 



Project Overview:



Position Description:


The Watch Supervisor provides daily supervision and direction to operational watch staff who are responsible for application support, data floor monitoring, data validation and message processing services to support enterprise applications and other duties as directed. 


  • Develops and manages staffing schedules to ensure sufficient coverage to support 24x7x365 coverage for all operational watches
  • Develops and implements training and retraining for watch personnel
  • Provides oversight and guidance of daily operations to include coordinating daily activities with departmental regulatory, technical and quality control staff
  • Coordinates with application and support teams, as needed, to ensure compliance with established service levels and mandates. 
  • Analyze and enter message traffic from shipping interests concerning vessel travel to U.S. ports and world-wide.
  • Develop plans for all work assignments; assign work and monitor performance to ensure satisfactory completion.
  • Validate vessel information entered into the databases.
  • Interface with government and vessel customers.
  • Provide customer support services.
  • Provide alarm response and notification support duties.
  • Perform logging of daily events and other administrative functions.
  • Assist in the planning and scheduling of work to obtain maximum shift efficiencies; assign priorities as necessary.
  • Train assigned personnel in order to increase the overall capability of the group.
  • Implement and interpret company policies as appropriate.
  • Handle all incident escalations to Corporate and Government personnel.
  • Provide supervisory oversight of assigned hourly personnel.
  • Perform other duties as assigned.
  • Provide ownership for all events and work tasks for assigned shift.



Required Education

  • Associates degree in IT, Management, Business Administration or other related degree program or equivalent work experience.
  • 1-3 years practical experience managing customer service operations, IT or other duties similar in size, scope and complexity.
  • Security+ certification or able to obtain within 3 months of employment start date.


Required Knowledge, Skills and Abilities

  • Excellent computer skills and the ability to create high-value deliverables
  • Strong interpersonal skills and ability to work within a team environment
  • Self starter who can “think ahead”
  • Clear understanding of application support requirements
  • Proficiency with the MS Office tool suite
  • Effective communication skills (oral and written)
  • Strong customer service and leadership skills
  • Ability to prioritize and organize fluid work assignments for self and a group of personnel
  • Ability to type; to include while on the telephone


Beneficial Knowledge, Skills and Abilities

  • Familiarity working in an Active Directory environment
  • Familiarity working with Windows Server 2012
  • Experience with the BMC Remedy Action/Request Tool
  • Experience with either or both the AMVER and SANS applications
  • Experience with the NimSoft or other monitoring systems
  • Use of the Deltek time keeping system
  • Familiarity with ITIL v3 Framework
  • Existing knowledge of USCG Business and Support systems is highly desirable
  • Technical customer support / help desk experience
  • Proficiency in data entry


Additional Requirement:

U.S. Citizen is required for the position. Candidate must successfull pass a Federal Background Investigation. 



Ace Info Solutions is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, genetics, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.