Systems Engineer VI

Aleut Federal•Colorado Springs, VA

9d•$135,000 - $165,000•Hybrid

About The Position

Aleut Federal is seeking an experienced Sr Principal System Engineer to lead and manage enterprise end-user IT support operations and prepare and maintain compliance for CMMC audits. This role is responsible for the strategic direction, performance, and continuous improvement of IT support services, while ensuring cybersecurity compliance, operational excellence, and alignment with business and contract requirements. The Sr Principal System Engineer will oversee a team of IT professionals, serve as the senior escalation authority for complex issues, and partner with leadership to execute enterprise IT initiatives.

Requirements

Minimum of eight (8) years of progressive experience in IT service desk or end-user support, including Tier 2/3 support.
Demonstrated experience managing IT teams and operations in a professional or enterprise environment.
Strong knowledge of client/server applications, Microsoft 365, Microsoft Entra, and cloud technologies (SaaS, PaaS, IaaS).
Experience implementing or managing IT service management processes and SLAs.
Familiarity with cybersecurity compliance frameworks and secure IT operations.
Excellent leadership, communication, organizational, and customer service skills.
Bachelor’s degree in Computer Science, Information Systems, or a related field.
Ability to pass pre-employment background screening.

Nice To Haves

Industry certifications such as CompTIA, Microsoft, Azure, Cisco, Fortinet, or similar.
Experience supporting federal clients or regulated environments.
Experience with CMMC, NIST 800-series controls, or similar compliance frameworks.
Experience managing inventories, licenses, and vendor relationships.

Responsibilities

Provide overall leadership, management, and accountability for the IT Service Desk and end-user support team.
Hire, onboard, train, mentor, and evaluate IT staff; establish performance expectations and development plans.
Foster a culture of accountability, engagement, collaboration, and continuous improvement.
Ensure team members are prepared, actively engaged, and effective participants in meetings, briefings, and operational reviews.
Act as the primary escalation point for personnel, performance, and operational issues within the team.
Own and manage IT service delivery for end-user support, ensuring SLAs and contractual requirements are consistently met.
Oversee management of the IT ticket queue, prioritization of work, and resolution of incidents and service requests.
Establish, track, and report on operational metrics using approved tools to measure performance, efficiency, and customer satisfaction.
Escalate critical issues, outages, and risks to leadership with clear impact assessments and mitigation plans.
Provide Tier 2/3 technical oversight and hands-on support for complex or high-impact issues as required.
Ensure consistent standards for device installation, configuration, maintenance, and troubleshooting.
Oversee system documentation, standard operating procedures, and knowledge base content to ensure accuracy and usability.
Ensure routine system administration activities are performed in accordance with policy and best practices.
Ensure IT support operations comply with cybersecurity and regulatory requirements, including CMMC Level 2, NIST, and other applicable federal standards.
Lead investigation and response efforts for cybersecurity incidents impacting end-user systems.
Partner with security, compliance, and leadership teams to implement controls and remediation actions.
Promote security awareness and enforce adherence to organizational security policies across the IT team.
Own hardware, software, and license inventory management processes to ensure accuracy, compliance, and audit readiness.
Ensure all recurring licenses and maintenance agreements are tracked and renewed prior to expiration.
Oversee relationships with vendors and service providers related to end-user support tools and services.
Develop and maintain roadmaps for enterprise IT initiatives related to end-user services, tools, and support capabilities.
Identify opportunities for automation, standardization, and modernization of IT support operations.
Align operational plans with broader enterprise IT strategy and organizational goals.
Lead and manage short-term and long-term IT initiatives related to service improvement and operational efficiency.
Serve as the primary point of contact for leadership regarding IT support operations, risks, and performance.
Communicate clearly and effectively with stakeholders regarding outages, incidents, priorities, and service impacts.
Coordinate closely with other IT teams to ensure integrated service delivery across the enterprise.
Perform other duties as assigned.