User Support Engineering Manager

Description

More About the Role:
Leidos is seeking an User Services Engineering Manager to support the Service Management, Integration, and Transport (SMIT) contract, the largest IT services program for the Navy. Under SMIT, the Leidos team delivers the core backbone of the Navy-Marine Corps Intranet (NMCI), including areas such as cybersecurity services, network operations, service desk, voice & video, messaging & mobility, and data transport. The Leidos team supports the Navy in unifying its shore-based networks and data management to improve capability and service while also striving for cost efficiencies and savings by focusing efforts under one enterprise network.  The successful candidate will support the engineering (planning, designing, and implementing) for user support services for the NMCI.

The successful candidate will be directly responsible for managing the User Support Engineering services that apply enterprise IT capabilities across the workforce, bringing integrated business value across functional and organizational boundaries for end users.  The candidate will manage engineering related to services that manage and coordinate the handling of incidents, problems, non-Service Catalog Requests, and Service Catalog Requests in domains such as end user core build and electronic software delivery.  The candidate will directly manage a team of individuals to successfully engineer solutions/changes in user support service areas as well as provide leadership support to SMIT Engineering Service Delivery’s  new projects, technology refreshes, or other Navy initiatives to modernize and transform how services are delivered to the end user.

What You'll Get to Do:
•Participate in the planning of upgrades, replacements, configuration changes, and other applicable changes such as:
    -Windows upgrades (20H2, 21H2, Windows 11).
    -Monthly patches for Microsoft.
    -MECM upgrades.
•Be accountable for meeting objectives set in Award Fee Criteria for User Support activities, e.g., Monthly Core Build Image updates completed on time. 
•Lead the team to meet the applicable SLA/SLR/PLRs .
•Act as primary POC to Government customer for User Support Engineering.
•Brief wider customer audiences on User Support Engineering plans, issues, risks, priorities.
•Review Statement of Objectives (SOOs) and develop Basis of Estimates (BOEs) for user support service areas.
•Lead analysis, review, and validation with customers, stakeholders, and team members for NMCI projects and changes related to user support services.
•Work with Cybersecurity to create the necessary packages for Accreditation as required by the solutions planned for implementation.
•Collaborate and coordinate with external customers, management, subcontractors, vendors, and other engineering disciplines.
•Comply with ITSM processes and procedures, Model Based Systems Engineering (MBSE) governance, and Cybersecurity requirements within the DoDI 8500.01 and DON 5239.
•Develop and maintain processes, checklists, and procedures for User Support Engineering.
•Oversee a team of Leidos and subcontractor engineers who will design and develop solutions. 
•Perform manager functions such as department meetings, performance management, timecard approvals, one-on-ones, training, etc., to provide employees with appropriate Leidos management/oversight.
•Manage subcontractor activities and plans for subcontracted workload.

You'll Bring These Qualifications:
•Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience (in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline from an accredited college or university). Relevant experience in lieu of education may be considered.
•Eight (8) or more years’ experience on programs and contracts of similar scope, type, and complexity.
•Must be a U.S. Citizen and ability to obtain Secret clearance.
•Experience with communicating with vendors, designing solutions, and selecting technologies for implementation.
•Possesses broad knowledge base with key IT technologies, system engineering, IT processes and lifecycle methodologies, technical project execution and management, and IT modernization and transformation.
•Apply knowledge and past experiences in developing and deploying systems using CI/CD frameworks and infrastructure automation.
•Excellent written and oral communication skills.
•Experience and ability to successfully negotiate and influence others to understand and accept new concepts, practices and approaches. 
•Ability to drive employee culture change and transformation including driving continuously improved service delivery.
•Motivated self-starter with ability to lead and work in a matrix organization and communicate effectively with peers, subordinates and program leadership.
•Strong analytical, communication and troubleshooting skills that enable proactive and effective collaboration with a virtual team, including the ability to clearly articulate status and present to both customers and program leadership.
•Experience in collaborating with other enterprise technologists both internal and external to resolve complex technical issues.
•Experience managing direct employees and overseeing subcontractors.
•Travel may be required.

These Qualifications Would be Nice to Have:
•Knowledge in one or more of the following areas: end user core build, electronic software delivery, seat support 
•Knowledge and understanding of Microsoft Endpoint Configuration Manager, Microsoft client operating systems and their use in global enterprise environments.
•Experience managing and/or working in a DevOps, Continuous Delivery (CICD), and Agile environments using code delivery mechanisms, continuous build systems, code repositories, and continuous delivery solutions
•Experience with or managing teams using standard scripting languages and techniques (VBS, PowerShell, C++)
•Prior experience managing remote employees and teleworkers
•Prior experience with Navy customer and mission partner set
•Certifications:
    -INCOSE CSEP.
    -Security+.
    -ITIL.
    -Agile methodology.
    -PMP.

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Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 45,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022.  For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.