Technical Integration Division Manager

Leidos•Ashburn, VA

4d•Hybrid

About The Position

The Technical Integration Division Manager plays a key role in ensuring that the contract’s IT services and solutions are delivered effectively, efficiently, and in compliance with service level agreements. Additionally, the TID manager is responsible for the maintenance and operations of critical biometrics and device software leveraged by multiple primary applications. The role bridges program management, technical execution, and customer liaison with accountability for day-to-day operations. Some of the areas the candidate will be responsible for are service delivery and performance management, customer and stakeholder engagement, incident management, continuous improvement, successful software delivery, modernization, and people management activities. This position REQUIRES the candidate to be in Ashburn, VA, twice a week.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering or related field and 8 years of related experience or Master’s with 8 years of related experience
8+ years if IT operations management with 4+ years supporting IT operations in a cloud-based environment
Experience with ITIL based service management, incident/problem/change/configuration processes
3+ years of experience leading Agile software development teams utilizing Scrum methodology
Demonstrated ability to manage and coordinate across multiple functional technical teams in high-availability environments
Excellent communication and stakeholder engagement skills
Must be able to maintain and obtain a CBP Background Investigation prior to start
Must be a US citizen

Nice To Haves

PMP or equivalent project management certification
ITIL v4 certification
Prior experience supporting DoD, DHS, or Civilian agencies
Experience utilizing AI to improve production monitoring and take proactive measures to avoid a production issue
Existing CBP clearance

Responsibilities

Oversee day-to-day Tier 2 operations to ensure timely resolution of SNOW tickets in compliance with SLAs.
Coordinate with Tier 1 IT help desk to expand the existing KBA library to enable Tier 1 to resolve issues without the need to escalate.
Coordinate with application teams to ensure Tier 2 operations has the knowledge and/or resources to resolve more than 90% of SNOW tickets escalated from Tier 1.
Coordinate with architecture team and Leidos CTO to implement AI solutions that facilitate faster resolution of production issues or identification of trends to enable proactive actions that prevent production issues.
Utilize agile and DevOps best practices to maintain and modernize production monitoring tools.
Utilize agile and DevOps best practices to maintain and modernize biometric and device services utilized by primary applications for traveler vetting.
Oversee vulnerability remediation, monthly image updates, and framework version upgrades.
Deliver operational performance reports, risk assessments, and recommendations for service improvements.
Proactively manage customer expectations and maintain strong, trust-based client relationships.
Supervise and coordinate technical staff, ensuring alignment of resources to mission priorities.
Contribute to contract deliverables, performance reviews, and reporting requirements.
Support development of the program’s strategic roadmap and long-term operations and sustainment modernization initiatives.
Identify opportunities to enhance IT services though automation, cloud-native capabilities, and operational best practices.