CySC Incident and Change Manager

CySC Incident and Change Manager - Leidos - Camp Springs, MD

Description

Leidos Digital Modernization is seeking an Incident and Change Management Lead responsible for three functions on the Air Force National Capital Region (AFNCR) IT Services program.  The position will lead separate but related teams ensuring incidents, changes, and service requests are properly ingested, routed, worked, and resolved.  The workcenters included under the Incident and Change Manager are Service Desk, Job Control, and Change Management.

Service Desk:  50% of time – 14 personnel, 2 Leidos
Change Management: 30% of time – 3.5 personnel, 2 Leidos
Job Control: 20% of time – 3.5 personnel, 1 Leidos

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas are IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment. 

If this sounds like the kind of environment where you can thrive, keep reading!

Leidos Digital Modernization sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. 

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Primary Responsibilities:

• As the Service Desk Manager, oversees all Tier 1 technicians, analysts, and specialists providing technical support to all AFNCR customer requests and inquiries.

• Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems.

• Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.

• Shall implement processes and improvements to support Platinum, Gold, and Silver Customer Service Levels.

• Responsible for hiring, training and managing staff.

• Shall ensure Service Desk on site coverage 0600-1800, Monday through Friday, and available 24/7/365 within 2 hours to meet with the COR on site.

• Responsible for Change Management (CM) of developmental and operational systems.

• Coordinate with developmental and operational teams (Project/Configuration Managers) to maintain baselines, supporting operational systems.

• Use automated CM tools to document policies and procedures.

• Implement CM discipline for the entire life cycle of systems, from initial requirements/capabilities and baselines to system end-of-life.

• Assist customers with CM tools (e.g., Remedy, Mission Assurance Decision Support System (MADSS), Comm 411, Excel, and SharePoint) to store, track, and manage Authorized Scheduled Interruptions (ASI) and calendar/configuration items. 

• Ensure compliance with change management policies and Standard Operating Procedures (SOPs) and assist customers in documenting management processes and procedures.

• Establish and execute CM procedures in support of customer goals and current DoD regulations.

• Responsible for distributing, tracking, and ensuring prioritization of all incidents/service requests/changes/jobs assigned to Production Work Centers (PWCs) under their charge.

• Coordinate with developmental and operational teams (Project/Configuration Managers) to maintain baselines, supporting operational systems.

• Report the status of changes/jobs to customer leadership and to the squadron Communications Focal Points (CFPs).

• Use automated ticketing tools to assign or re-assign tasks/jobs between PWCs.

• Implement US Air Force Job Control procedures consistent with Technical Order (TO) .

• Assist PWCs and technicians with detailed information as needed.

• Establish and execute Job Control procedures in support of customer goals and current DoD regulations.

• Shall develop and maintain SOPs for the AFNCR in the areas of Incident and Change Management.

Basic Qualifications:

• Requires a Bachelors degree or equivalent experience and 5+ years of prior relevant experience or Masters with 3+ years of prior relevant experience. Generally has 2+ years of experience supervising or leading teams or projects.

• The Incident and Change Manager shall possess a minimum of 10 years of experience managing incidents, service requests, and changes supporting 10,000+ customers and integrating service providers for a blend of basic and premier customers. 

• Currently possess an active DoD Secret security clearance with the ability to obtain a Top Secret level clearance.

• Must have a minimum of 8+ years of experience supervising or leading teams in an Incident and Change Management environment.

• Must have experience supporting a large-scale enterprise-wide customer base with multiple service level tiers (10,000+ 

• users).

• Must possess knowledgeable specific to Help Desk SLA’s

• Knowledge of Air Force Network Remedy (AFNet Remedy) and Air Force National Capital Region Remedy (AFNCR Remedy).

Preferred Qualifications:

• Military experience and comfortable working with Senior Military Leaders.

• Certs- Security +CE certification and ITIL Framework

• Excellent written and verbal communication skills and excellent customer service skills

• Clearance: TS Eligible

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.

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.