Description Leidos has an opening for an Infrastructure Operations Manager to support the ESA V program. ESA V is an IT Services program supporting several customers within the Department of Justice and the rest of the US Federal Government. The program provides a range of IT services, including help desk, deskside support, Windows engineering and maintenance, managed print services, ITSM, Account Management Services, Cybersecurity, Cloud technologies and other IT services.
You will be managing the team providing Cloud support and solutions for a mission-critical U.S. Government program that has a rapidly growing demand for information to be securely accessible anywhere, anytime, from any device.
The individual selected for this position will manage the Cloud Support team and the primary work location will be Washington, DC with work performed remote. This individual will work with client stakeholders to improve the capability and capacity of the Microsoft 365 environment to reliably meet the needs of a mobile, zero trust, geo-dispersed workforce. The successful candidate will have extensive hands-on experience with all areas of Microsoft 365, including workstation management, AutoPilot, mobility management, Windows Defender, Exchange, SharePoint and Teams. The candidate must also have practical experience government security standards, and workstation security hardening.
You will work closely with the Chief Engineer and Customer Engagement Manager and will be lead the Cloud Support team on the following key tasks:
Provide Tier 3 / 4 support for all areas of the Microsoft 365 environment.
Complete incident tickets and service requests within SLA and in a modern tracking system
Work closely with the Customer Engagement Manager to complete customer requests.
Co-ordinate and lead the team to Build, install, configure, and troubleshoot Microsoft 365 functions.
Work with security, infrastructure, networking, and applications engineering teams to ensure M365 works in a Zero Trust environment
Minimize user downtime by improving the remote reimaging process.
Deploy workstations using Microsoft AutoPilot
Attend meetings with the customer as required.
Provide written instructions for both workstation and application usage
Provide weekly reporting of issues and projects
Be able to troubleshoot and support Windows 10 and Windows 11 workstations and software.
Utilize Active Directory, Microsoft System Center Configuration Manager, and other tools to support a highly mobile and geographically diverse customer
Apply STIGS and VPR's as identified
Provide white glove support to executive level customers and board members
Ability and willingness to work extended hours or modified schedule for planned and emergency work.
Required Qualifications: BS in Computer Science, Systems Engineering, or related technical field or equivalent experience with at least 8+ years relevant experience (6+ years with a MS/MIS Degree) Additional experience may be considered in lieu of a degree.
4+ years supervising or leading teams or projects
5+ years' experience providing tier II, III & IV support
Ability to work well with people from many different disciplines with varying degrees of technical experience
Ability to express complex technical concepts effectively, both verbally and in writing
Ability to work with a large diverse team supporting multiple customers in a shared team environment.
Extensive experience supporting all facets of Microsoft 365 and related Microsoft systems.
In-depth knowledge of Active Directory Group policy as applied to workstations
In-depth knowledge of end user workstations and technology to support end user workstations
Experience working in a zero trust environment
Experience with PIV and CAC authentication
Provide support on a M-F business hours schedule in the eastern time zone
Extended hour and weekend support as required by mission or emergencies.
Excellent communication skills are required to effectively interface with executive level to individual contributors.
Ability to lead support issues to a successful conclusion while updating management and senior leadership.
Ability to obtain and maintain a Public Trust clearance.
Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's information.
Must be a U.S. Citizen
Desired Qualifications: 5 years of experience with workstation systems management systems (i.e. SCCM, Symantec Endpoint Manager, Intune, etc ) administration support
5 years supporting Microsoft M365
8 years of experience in an operations role
Government contracting experience, particularly with the DOJ
DOJ or DOD Clearance
ITSM knowledge and experience, particularly with ServiceNow
MCSE Certification
Extensive knowledge of Windows 10 and Windows 11 operating system
Ability to create and speak to Microsoft PowerPoint presentations.
Salary Range for this position: $148K - $154K
Original Posting Date: ******** While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $108,550.00 - $196,225.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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