Service Delivery Lead - O365 #1694974

Network Designs Inc.•Washington, DC

2d•Onsite

About The Position

NDi is seeking an experienced Service Delivery Lead (O365) to support the administration and operation of the FAA's Microsoft Office 365 (O365) Cloud services. Responsibilities will include supporting the seamless operation of FAA's Microsoft Office (O365) Cloud Services, to include integrating with business applications, and providing a high level of technical and customer support. The role involves the maintenance of both modern and legacy systems, including Microsoft O365 services and Lotus Notes applications.

Requirements

U.S Citizenship required.
Must be able to obtain and maintain a Public Trust clearance
This position is 5/days onsite in Washington.
Bachelor's degree in information systems, business systems, management information systems, IT management, and/or other IT degree (engineering, math, and science related degrees are considered acceptable alternative degrees).
Eight (8) years of relevant experience.
Proven experience in managing and supporting Microsoft O365 services and Lotus Notes applications.
Strong operational support skills, including incident resolution and service management.
In-depth knowledge of messaging services such as e-discovery, broadcast messaging, and FOIA.
Technical experience in messaging architecture, design, and operational analysis.
Familiarity with security tools and protocols, including Microsoft Defender, DMARC monitoring, and system security audits.
Ability to manage records retention in compliance with regulatory requirements.
Experience supporting project management, process improvement, and knowledge management initiatives.
Strong communication skills and the ability to articulate complex services clearly.
Ability to work collaboratively in a team environment and support departmental initiatives.

Nice To Haves

Certification in Microsoft Office 365 and/or other relevant technologies preferred.
Experience with low-code/no-code tools for improving service processes preferred.

Responsibilities

Manage the day-to-day operations of O365 services and Lotus Notes applications.
Provide operational expertise in resolving incidents, escalating issues, and closing critical situations.
Oversee process life cycle management and drive continuous service improvement.
Enhance service processes, including VIP support and trend analysis, leveraging existing low-code/no-code tools within the agency.
Support e-discovery, broadcast messaging, and Freedom of Information Act (FOIA) requests.
Design and manage messaging architecture and operations.
Conduct operational analysis and develop integration approaches.
Support the implementation of security requirements using tools like Microsoft Defender for Office and Valimail for DMARC monitoring.
Support routine system security audits and comply with security policies.
Perform data search and purges as requested by the FAA's Security Operations Center using Microsoft Purview.
Ensure in-place records retention for emails and Microsoft Teams chats in compliance with the FAA's records management requirements.
Support annual reviews and updates of the Project Management Plan for O365 services.
Regularly update knowledge management articles for the service desk.
Create, review, and update all work instructions and standard operation procedures (SOP) for the 365 Productivity branch.
Plan roadmaps based on new O365 product releases.
Evaluate new products as required by branch management.
Participate in and support activities initiated by the Department of Transportation, including monthly phishing exercises.