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Customer Support Manager RCAS

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Job Number:
392813BR
Job Category:
Information Technology - Other
Location:
FORT BELVOIR, VA US
Schedule:
Full-time
Travel:
None
Shift:
Day Job
Potential for Teleworking:
No
Clearance Level Must Currently Possess:
Secret
Clearance Level Must Be Able to Obtain:
None
Description:
Leidos is currently seeking a seasoned Customer Support Manager for an exciting upcoming DoD initiative. This position requires 10+ years experience successfully managing and supervising contract and subcontracted employees with various labor categories and skills through subordinate levels supporting distance learning technologies, education/training system development/delivery integration and innovation for complex IT projects/operations of a nature similar in size and scope required on RCAS in compliance with DoD, Department of the Army, Federal, State, local, and industry-accepted standards. The scope of support will transect all aspects of customer service on the RCAS contract (Software development, Cyber Security, National Guard Bureau (NGB) IMA Core Sustainment G6, Field services, and Distance Learning Program environments, while resolving all trouble tickets within 72 hrs and critical ones within 24 hrs, to include mobile learning centers, infrastructure customer needs and MILCON project needs. Additionally, support for RCAS developed GOTS, RCAS web, Database, Supporting COTS (server 2012, IIS, Oracle VM, Remedy Action Requests System (ARS) Ver 7.1, Information Technology Service Management (ITSM) version 5.6, and USAR CA Unicenter version R12.5)), External Interfaces, Sustaining Engineering requests, Media request trouble tickets will be resolved in <72 hours and integrate support with existing ARNG service desk, entailing collaboration with the RCC-NG Help desk to resolve Tier I and 2 requests, and collaboration with the RCC-NG Tier 3 provider is required. This position requires experience in managing and analyzing help desk support, incident management, release management, support availability, and capacity management. This support will entail root cause analysis for tier 2 and 3 support as well as interface with the Government customer, software engineering cybersecurity and tracking of related IAVAs and creating and managing POAMs for patching, and developing standards and processes for problem resolution and feed-back. Experience increasing enterprise operations efficiencies through process improvement by developing standard and ad hoc operating procedures, resulting in more consistent performance and improved customer support. The position also requires experience reviewing work products and implementing innovative approaches to fulfilling requirements with current technologies and providing clear, technical guidance and direction to staff which lead to resolving difficult-to-solve problems in a Distance Learning environment, IT infrastructure, and MILCON environment. Experience prioritizing and managing work to critical project timelines in a fast-paced environment, developing new approaches to complex design problems. Experience translating requirements into project plans and milestones compatible with earned value management (EVM) requirements, directing and implementing plans, and presenting formal oral and written project status/plan briefings to the executive Government and Corporate managers.
Qualifications:
EDUCATION Must hold an appropriate degree from an accredited college, or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment. B.S. Computer Science, Information Technology, B.A. Business Administration, Education Distance Learning or equivalent M.S. Computer Science, Technical Management or MBA, or equivalent. Experience implementing innovative approaches to fulfilling requirements with current technologies and providing clear, technical guidance and direction to staff which lead to resolving difficult-to-solve problems. Experience prioritizing and managing work to critical project timelines in a fast-paced environment, developing new approaches to complex design problems. Required Certifications: Information Technology Infrastructure Library (ITIL)v3 Foundation Security Requirements: Must be able to pass the National Agency Check with written Inquiries (NACI), National Trust, and a favorable completion of a Federal Bureau of Investigation (FBI) fingerprint check, or a DoD/DoE-determined equivalent investigation, or greater. Must possess or have the ability to obtain a Secret security clearance at contract start Desired Certifications: Project Management Professional (PMP ) Education: B.S. Computer Science, Information Technology, B.A. Business Administration, Education Distance Learning or equivalent M.S. Computer Science, Technical Management or MBA, or equivalent. Appropriate degree from an accredited college, or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment.
Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company's diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.
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