East Coast Day Shift Lead

Leidos is seeking an East Coast Day Shift Lead for the Infrastructure Services Lead (ISL) team to support a large enterprise IT contract for the DOD.

The individual will conduct real-time monitoring of the health and status of enterprise services, coordinate with respective service lanes for outage resolution, and track outage and changes to the environment through to completion.

This role requires an individual who is technical, customer-oriented, and familiar with using desktop software applications such as web browsing and client software, monitoring tools such as SolarWinds or Science Logic, and IT Service Management (ITSM) software, such as ServiceNow.

Primary Tasks

• Experience with interacting with customers to handle service inquiries and problems.
• Provide support for implementation, troubleshooting, and maintenance of IT systems.
• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
• Develop solutions to complex technical issues.
• Identify potential workarounds or alternate services to ensure mission continuity.
• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment, and process improvement initiatives.
• Collect After Action Reports (AARs), assess for completeness, and provide to leadership for review.
• Conduct Technical Exchange Meetings (TEMs) and Crisis Response Team (CRT) meetings to bring together multiple service lanes to expedite the restoration of services/capabilities.
• Support customer requirements in a 24/7/365 environment on a day shift schedule.
• Communicate effectively with IT Operations Center (ITOC) staff, including the government representative (Battle Captain), Customer Care Center rep (Service Desk).
• Prepare briefing reports outlining the previous 24 hours of reportable incidents, outages, or events and assist with briefing government leadership each morning.
• Coordinate with ISL Team Lead and program leadership on staff issues, scheduling, and training for IT Operations Center personnel located at Joint Base Anacostia-Bolling.
• Communicate with ISL Team Lead located in Cheyenne Mountain SFS, CO for any issues brought up by local ITOC staff or CIO leadership.
• Perform as deputy Team Lead for periods when the ISL Team Lead is unavailable.

Basic Qualifications

• Foundational knowledge of Azure Cloud/M365 technologies (SharePoint Online, Exchange Online, Azure Virtual Desktop) in a hybrid-cloud environment.
• Experience with Tier 2 system administration, remoting into physical and virtual servers, reviewing event logs, and other basic troubleshooting fundamentals.
• Familiarity with Intelligence Community (IC) standards, terminology, and missions.
• Familiarity with Infrastructure Services such as VMware, Hyper-V, Shared Drives, User Profiles, Exchange, SharePoint, SQL, Active Directory/ICAM technologies, SCCM/MECM, PKI, F5 Load Balancers, DNS, DHCP, NTP, Windows Server, Redhat Enterprise Linux (RHEL).
• Experience with PowerShell and terminal commands (Windows and Linux) to conduct initial troubleshooting.
• Experience troubleshooting issues in a growing environment.
• Experience with log reviews, incident analysis, and identification of issue trends.
• Experience using Microsoft PowerPoint to build briefings and Microsoft Word to review/edit After Action Reports.
• Ability to effectively track multiple disparate situations simultaneously and take effective notes to prevent miscommunication.
• Experience using VoIP or Desktop VTC technologies to host conference calls.
• Experience with Change Management methodologies.
• Experience with Incident and Problem Management fundamentals and assist in determining a single instance vs a broader system issue.
• Good time management skills with the ability to arrive for scheduled shifts consistently.
• Strong oral and written communications skills.
• Track record of working effectively within a team, and support to peers toward improved processes and results.
• Experience with IT Service Management (ITSM) ticketing platforms such as ServiceNow.
• Experience using existing SolarWinds, Science Logic SL1/Skylar, or Splunk dashboards for monitoring enterprise services.
• Familiarity with Data Center fundamentals, such as power and cooling technologies.
• Candidate must, at a minimum, meet DoDM 8140.03 (previously DoD 8570) – IT System Admin Intermediate certification requirements (Cloud+, GICSP, SSCP, Security+ CE, GSEC, or higher).

Education

• Masters degree with 4 years, Bachelors with 6 years, Associates with 8 years, or High School diploma with 10 years of related experience in an IT-related field of study.

Security Clearance

• Due to the nature of the government contracts, we support, US Citizenship is required.
• TS/SCI with the ability to obtain and maintain a specific polygraph.