Operations and Maintenance Technical Service Desk (TSD)

Leidos Holdings Inc.•Shiloh, IL

58d

About The Position

Our customer is the Defense Information Systems Agency (DISA) and acts as the provider of GIG/Defense Information System Network (DISN) services to its customers, the department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x7 DISA Global Field Command (DGFC). The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening for an O&M Technical Service Desk (TSD) at Scott AFB, IL. The Technical Service Desk (TSD) managers serve as the primary liaison between the Government customer and GSMO Operations and is responsible for overseeing network event management, service restoration, and enterprise-wide communications. The TSD is responsible for performing and overseeing the following duties:

Requirements

Hold DoD-8570 IAT Level 2 baseline certification (Security+ CE or equivalent) prior to start date.
Able to work in a 24x7 shift work environment.
Must have an active DoD Secret security clearance and be able to obtain and maintain a Top Secret security clearance.
Requires working knowledge and understanding of both Transport and IP network topologies.
Prior experience overseeing staff and diverse technologies to include NOC Analysts, Subject Matter Experts, and Network Engineers 24x7x365.
Requires BS degree and 2 - 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience. (Or equivalent combination of education and/or experience.)

Nice To Haves

ITIL certification
Tech control facility or cyber transport experience
Circuit actions and vendor experience
IP architecture experience
Telco NOC, inside or outside plant experience.
Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint, TEAMs
Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management, change management.

Responsibilities

Reporting on significant events and impacts to the O&M Service Delivery Managers (SDM).
Lead and maintain situational awareness across all supporting NOC elements, ensuring alignment with mission priorities and established service levels.
Manage and analyze incident trends, event reports, and operational metrics to identify systemic issues, propose corrective actions, and optimize service delivery performance.
Direct and oversee compliance with Acceptable Quality Levels (AQL) and operational reporting standards.
Coordinate and assist in the distribution and delivery of all After Action Reports (AAR), Requests for Information (RFI), and Reason for Outage (RFO) reports.
Lead coordination for After Action Reports (AARs), Requests for Information (RFIs), and Reasons for Outage (RFOs), ensuring accuracy, timeliness, and completeness.
Complete Watch Officer/Government Engagement communications as necessary. Assist in providing direct technical support to government customer.
Coordinate with the Data Collection Specialist (DCS) team on critical dispatches and ensure that all operational responses meet established service objectives.
Supervise and validate the TSD ticket queue, ensuring all critical events and service requests are tracked, analyzed, and resolved efficiently.
Conduct shift turnover of operational active events and ASIs in TR/IPs consolidated passdown.
Participate in or brief at Commander's Update Briefs (CUB), Joint Operations Center Morning Briefs (JOC MOB), and IM/OE sync meetings, presenting key priorities and operational summaries.
Conduct daily situational awareness calls with DISA NetOps Centers and ensure accurate reporting to higher headquarters.
Serve as a technical liaison to government stakeholders, providing advisory support and ensuring that operational communications are clear, actionable, and timely.
Evaluate existing TSD workflows, ticketing procedures, and reporting methods to identify process improvements and automation opportunities.