Cyber Support Center (CySC) Director of Operations

Leidos•Camp Springs, MD

44d•Onsite

About The Position

The CySC Director of Operations works directly for the CySC Manager and Government Service Owners to deliver top-notch customer service and respond to the dynamic needs of the user base to meet the diverse missions of the Air Force in the NCR. This role involves leading an operations team responsible for 24/7 monitoring of AFNCR system health, ensuring personnel cover all shifts and adhere to standard operating procedures. The Director will coordinate across production and functional work centers to deliver IT services across supported enclaves and geographic locations, acting as a liaison between work centers and external service providers. A key aspect of the role is identifying opportunities for continuous improvement in service delivery and expanding capabilities to support additional user missions. The position requires performing tasks within specific timelines with minimal oversight, utilizing strong communication skills for documentation and customer interaction, and developing relationships with technology vendors and partners. A solid understanding of relevant IT technologies, both user-facing and back-end infrastructure, is essential. The Director will also ensure technicians effectively restore circuits, isolate faults, conduct quality control testing, perform trend analysis, performance monitoring, and status reporting.

Requirements

BS degree and 12+ years of prior relevant experience or a Masters degree and 10+ years of prior relevant experience, additional years of experience, certifications, specific Air Force IT systems experience accepted in lieu of a degree.
10+ years’ experience operating Air Force IT systems and services and or similar DoD IT systems and services.
Familiarity with DoD and Air Force standards, policies, and enterprise solutions.
Experience with complex, multi-site DoD enterprise IT environments of the size, scale, and scope of the AFNCR enterprise.
Must be a U.S. citizen.
Current DoD Secret Clearance.

Nice To Haves

Master’s Degree in a technology field.

Responsibilities

Serve as the Operations Team lead supporting 24/7 monitoring of AFNCR system health, ensuring the personnel cover all shifts and adhere to standard operating procedures.
Work directly for the CySC Manager and Government Service Owners to deliver top-notch customer service and respond to the dynamic needs of the user base to meet the diverse missions of the Air Force in the NCR.
Coordinate across production and functional work centers in the delivery of the full span of IT services across the supported enclaves and geographic locations.
Act as a liaison between the 844CG work centers and supporting external service providers.
Identify opportunities to continuously improve service delivery and expand capabilities that enable additional missions for supported users.
Perform tasks within specific timelines with little or no oversight.
Utilize excellent communication skills, written and verbal, to be able to effectively document solutions and obtain requirements from customers.
Develop working relationships with Technology vendors and partners.
Ensure they have a strong understanding of relevant IT technologies, both user-facing and back-end infrastructure technologies.
Ensure technicians restore circuits, isolate faults, conduct quality control testing, perform trend analysis, performance monitoring, and status reporting.