IT Operations Supervisor

2 weeks ago

Bethesda, Maryland, United States Leidos Holding Full time

At Leidos, we provide cutting-edge solutions through the dedication of our diverse and skilled workforce, committed to our clients' success. We empower our teams, engage with our communities, and adhere to sustainable practices. Our actions are guided by a steadfast commitment to doing what is right for our clients, our personnel, and our community. Our Mission, Vision, and Values shape our business operations. Employees benefit from career advancement opportunities through mobility and development, fostering rewarding relationships with supportive supervisors and talented colleagues. Your most significant contributions are yet to come.

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Leidos is seeking an IT Operations Supervisor to assist a major IT client. This role presents an exciting chance to leverage your expertise in support of a critical mission. The position will be part of mission operations, functioning in a dynamic environment. The ideal candidate should possess a strong background in infrastructure operations and will be tasked with overseeing the investigation and resolution of system-related issues. The IT Operations Supervisor will collaborate with the Program Manager (PM) and Lead Systems Engineer (LSE) to assess alternatives including cost, risk, supportability, and comprehensive system analyses.

Key Responsibilities
  • Supervise a diverse team of IT System Administrators and System Engineers supporting essential systems/services affecting enterprise operations.
  • Oversee the performance management of Task Order IT personnel.
  • Manage cross-functional teams, both internal and external, to assess functional requirements, evaluate technology/application options, and develop innovative business solutions in collaboration with IT engineers and system administrators.
  • Work with the TO PM to create and implement a technology roadmap, manage projects, and report project statuses to the PM and senior management.
  • Coordinate responses to service outages, monitor restoration efforts, and keep stakeholders updated.
  • Collaborate with Engineering, Technical Support, Cyber Security, and Data Center management to resolve operational issues.
  • Establish and implement policies and procedures to ensure Team Leads adhere to best practices in supporting a large, multi-enclave enterprise environment.
  • Oversee internal infrastructure operations projects and external projects to ensure smooth transitions between design/development and operations & maintenance.
  • Monitor system availability, analyze incidents, and provide leadership with data on a weekly and monthly basis to explain impacts on clients, systems, and security.
  • Develop Key Performance Indicators (KPIs) to demonstrate the value and effort provided by individual teams to the client.
  • Review operational documentation and Standard Operating Procedures, providing insights to Team Leads to ensure consistency among staff.
  • Update and present operational briefings and reports for clients and senior leadership.
  • Maintain high-performing service support functions, including IT service desk and desktop support for critical missions.
  • Oversee training initiatives; develop methodologies for onboarding new employees and standardizing training for existing staff.
  • Create detailed project plans, IT operations processes, and manage task dependencies and critical paths.
  • Ensure tickets are created and prioritized accordingly with the product owner.
Basic Qualifications
  • Experience engaging with and briefing military and government civilian leadership.
  • Knowledge of Intelligence Community (IC) IT standards and best practices.
  • Experience conducting root cause analysis and providing recommendations to mitigate future risks.
  • Experience supporting both physical and virtual server environments.
  • Strong time management skills and the ability to shift focus between major topics swiftly.
  • Excellent oral and written communication skills.
  • Proven track record of effectively managing a large, diverse team of IT professionals.
  • Experience collaborating with teams to enhance existing processes and procedures.
  • Experience managing projects throughout the service lifecycle (implementation, upgrade, refresh, and decommission).
  • Familiarity with IT Service Management methodologies.
  • Understanding of the Department of Defense Architectural Framework (DoDAF) and its relevance to standardizing documentation.
  • Familiarity with the Risk Management Framework (RMF).
  • Experience with incident/change management ticketing systems.
  • Must meet DoD IAT Level II certification requirements.
Preferred Qualifications
  • ITIL certification.
  • Advanced Degree in a technical field.

About Leidos: Leidos is a Fortune 500 innovation company addressing complex challenges in national security and health. The company’s global workforce collaborates to create smarter technology solutions for clients in heavily regulated industries. Leidos is committed to providing competitive compensation and comprehensive benefits, including health and wellness programs, income protection, paid leave, and retirement options.
Leidos is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to any characteristic protected by law.

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