East Coast Day Shift ISL Lead

Leidos•Washington DC, DC

1d•Onsite

About The Position

Leidos is seeking an East Coast Day Shift Lead for the Infrastructure Services Lead (ISL) team supporting a large enterprise IT contract for the Department of Defense. The role monitors enterprise service health in real time, coordinates outage resolution with service lanes, and tracks outages and environmental changes through completion. The lead uses prior experience and Standard Operating Procedures to triage service disruptions, assess their impact, and coordinate with Service Desk personnel, mission centers, customers, and government leadership. The position provides customer-focused support in a team environment, including analysis of complex service problems, mitigation recommendations and implementation, and actions to restore mission capabilities or expedite outage response. The lead maintains accurate incident tickets, station logs, and communications records; analyzes recurring problems; and develops solutions to prevent recurrence. Remote access to user workstations or servers may be used for troubleshooting and triage. This is an onsite weekday day-shift role at the IT Operations Center on Joint Base Anacostia-Bolling in Washington, DC. Scheduled hours are 6:00 a.m. to 2:00 p.m., Monday through Friday, while supporting customer requirements in a 24/7/365 environment. The individual may serve as deputy Team Lead when the ISL Team Lead is unavailable, including helping ensure coverage during holidays, absences, or severe weather.

Requirements

Foundational knowledge of Azure Cloud and Microsoft 365 technologies, including SharePoint Online, Exchange Online, and Azure Virtual Desktop, in a hybrid-cloud environment.
Experience with Tier 2 system administration, remote access to physical and virtual servers, event-log review, and basic troubleshooting.
Familiarity with Intelligence Community standards, terminology, and missions.
Familiarity with infrastructure services including VMware, Hyper-V, shared drives, user profiles, Exchange, SharePoint, SQL, Active Directory/ICAM, SCCM/MECM, PKI, F5 load balancers, DNS, DHCP, NTP, Windows Server, and Red Hat Enterprise Linux, including how services interconnect and may cause widespread impacts.
Experience using PowerShell and Windows and Linux terminal commands for initial troubleshooting.
Experience troubleshooting issues in a growing environment.
Experience with log reviews, incident analysis, and identifying issue trends.
Experience using Microsoft PowerPoint to build briefings and Microsoft Word to review and edit After Action Reports.
Ability to 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, including helping determine whether an issue is an isolated instance or a broader system problem.
Good time-management skills and the ability to arrive consistently for scheduled shifts.
Strong oral and written communication skills.
Track record of working effectively within a team and supporting peers to improve processes and results.
Experience with IT Service Management ticketing platforms such as ServiceNow.
Experience using SolarWinds, ScienceLogic SL1/Skylar, or Splunk dashboards to monitor enterprise services.
Familiarity with data center fundamentals, including power and cooling, and the ability to interpret monitored environmental changes such as chilled-water temperatures, water flow rate, and ambient temperatures using Schneider Electric's Data Center Expert suite.
At minimum, meet DoDM 8140.03 (previously DoD 8570) IT System Administrator Intermediate certification requirements, such as Cloud+, GICSP, SSCP, Security+ CE, GSEC, or higher.
Education and related IT-field experience must meet one of these combinations: master's degree with 4 years, bachelor's degree with 6 years, associate degree with 8 years, or high school diploma with 10 years.
U.S. citizenship is required.
TS/SCI clearance and the ability to obtain and maintain a specific polygraph are required.

Responsibilities

Monitor the health and status of enterprise services in real time and coordinate with service lanes to resolve outages.
Track outages and environmental changes through completion, maintaining incident tickets, master station logs, chat rooms, and other records.
Triage service disruptions, determine their impact, and coordinate with Service Desk personnel, mission centers, customers, and government leadership.
Provide implementation, troubleshooting, and maintenance support for IT systems.
Distinguish isolated user issues from enterprise-wide application or system problems.
Collect data from customers and stakeholders, conduct analysis, and develop and implement solutions associated with incident tickets and requirements.
Develop solutions to complex technical issues and identify workarounds or alternate services to maintain mission continuity.
Provide technical findings, feedback, and resolution steps for root-cause analysis, engineering assessments, and process-improvement initiatives.
Collect After Action Reports, assess them for completeness, and provide them to leadership for review.
Conduct Technical Exchange Meetings and Crisis Response Team meetings to coordinate service lanes and expedite restoration of services and capabilities.
Communicate frequent status updates with IT Operations Center staff, government representatives, Customer Care Center and Service Desk representatives, Network Operations Center personnel, and contract or government leadership, as required by severity and impact.
Prepare briefing reports on reportable incidents, outages, and events from the previous 24 hours, and assist with morning briefings to government leadership.
Coordinate with the ISL Team Lead and program leadership on staffing issues, scheduling, and training for IT Operations Center personnel at Joint Base Anacostia-Bolling.
Communicate issues raised by local IT Operations Center staff or CIO leadership to the ISL Team Lead in Cheyenne Mountain SFS, Colorado.
Serve as deputy Team Lead when the ISL Team Lead is unavailable, including ensuring coverage for holidays, sick calls, severe weather, and other concerns directed by program or government leadership.
Remotely access end-user workstations or servers when needed to troubleshoot and triage impacted services.