Seeking a career with a sense of purpose, work life balance, and growth opportunities … There’s a place for you at Leidos! At Leidos, we are committed to making the world safer, healthier, and more efficient through technology, engineering, and science. You would be a valued member of global team providing mission support to the Defense Information Systems Agency (DISA).
At Leidos, team member career development, flexibility, and well-being are priority and is supported by consistent leadership engagement, an experienced human relations staff, and numerous employee support programs.
Use your unique talents and make an immediate impact… The Leidos Defense Group has a Data Collection Specialist (DCS) Team Lead opening at Scott AFB, IL.
PROGRAM SUMMARY:
Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, national leaders and other mission and coalition partners across the department of Defense (DoD) and national security organizations. The Data Collection Specialist (DCS) team contributes to the overall success of the DISA Global Operations Center (DGOC) mission by applying mathematical or statistical theory and methods to collect, organize, interpret and summarize data and provide usable information in support of Global Solutions Management-Operations (GSM-O) II contract requirements.
PRIMARY RESPONSIBILITIES:
This position leads a team of data collection specialists responsible for monitoring contractual performance standards and the trouble ticket lifecycle for all network tickets supporting the DISA Global Operations Center (DGOC) at Scott AFB.
Guide collaboration between the O&M team and the other functional areas as well as senior NOC management to ensure functional processes and procedures are monitored and adhered to.
Ensure efficiency by identifying areas of improvement and developing procedural changes that enables the Government to attain integrated outcomes that are effective.
Identify risks and provide recommended ways to ensure contractual compliance.
Mitigate risks by ensuring staff meet and exceed contractual requirements by directly interacting with operations team leadership.
Develop and enforce roles and responsibilities for the O&M team to ensure ticket queues are monitored, updated, and analyzed to validate that the next actions are clear and concise to ensure contract performance goals are met
Receive ad-hoc requests from multiple entities and provide timely responses back to requestor
Guide team to maintain a working knowledge of high visibility customer tickets validating quality and timely updates are made.
Utilize report data to direct the team to identify and correct non-compliant actions.
Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
Assist in the transition from legacy ticketing system (GTMS Remedy) to Service Now and coordinate redefining ticketing process to reflect customer requirements
Define and implement a process for introducing incoming personal of contractual requirements and oversee new hire orientation
BASIC QUALIFICATIONS:
BA/BS or equivalent experience and 4-8 years of prior relevant experience or Masters with 2-6 years of prior relevant experience. Specific experience, education and training may be considered in lieu of degree.
Currently possess an active Secret security clearance.
REQUIRED SKILLS:
Experience supervising a diverse team
Strong understanding of IT ticketing processes and applications
Strong understanding of Data Analytics
PREFERRED QUALIFICATIONS:
ITIL Certification
DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
GSMO
Original Posting Date:2024-12-10While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:Pay Range $72,150.00 - $130,425.00The 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.