Service Delivery Manager—User Support

The Leidos DES (Defense Enclave Services) team is supporting an extensive digital modernization program critical to DISA and Fourth Estate Agencies and Leidos is seeking a Service Delivery Manager - User Support to work at Ft. Meade, MD.

PROGRAM SUMMARY:
The Defense Enclave Services contract will unify the DOD Fourth Estate Defense Agencies and Field Activities’ common use information technology systems, personnel, functions, and program elements under the direction of DISA’s Fourth Estate Network Optimization program office.   

CLEARANCE REQUIREMENT: 
•Must hold an active Secret security clearance and be eligible for a Top-Secret clearance. (US Citizenship required)

PRIMARY RESPONSIBILITIES:

• Serve as the User Support Service Delivery Manager responsible for the delivery of end user services and support /incident activities for three teams: Desktop, Imaging, and Release & deployment (Microsoft Customer Engagement Methodology (MCEM), Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune)).

• Complete activities to support system integration, system evaluation and analysis, site surveys, verification and validation, cost and risk, and supportability.

• Conduct advanced research and analysis of current systems to support development of strategic implementation plans and designs, document and mitigate risks as well as lessons learned, and provide regular updates.

• Research and collaborate with vendors and various groups, such as R&D, Server, and Network teams, and provide recommendations on leveraging emerging technology to improve mission assurance.

• Conducts engineering technical analysis to support resolving issues through application of engineering theories and concepts.

• Support the operational assessment and documentation of systems security and compliance posture to maintain accreditation.

• Provide input to project schedules, identify and mitigate risks, document lessons learned, and deliver regular updates to stakeholders.

• Develops implementation plans, SOPs, schedules, and other pertinent documents and artifacts.

• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives. 

• Have flexible working hours to be available to support your teams when needed to include occasional on call support or additional hours based on mission need.

• Ensure the user support team accomplishes the all-contract requirements and resolve any problems that prevent the team from delivery of required services.

• Ensure the resolution of incidents and workstation issues, including imaging and Apple products, escalated from Tier II technicians. 

• Monitor and review all assigned tickets to User Support to ensure tickets are meeting SLA requirements and are being properly handled and resolved.

  • Ensure that all critical incidents, and time-sensitive incidents are escalated to User Support SDM

  • Ensure all technicians are adhering to standard operating procedures and are following proper escalation routes.

  • Provide troubleshooting assistance and/or guidance as needed.

  • Provide thorough troubleshooting for both Windows and MAC issues

• Provides management and support for deploying releases using capabilities such as, ITune, MCEM and SCCM into the live environment in a controlled manner to maintain and protect the integrity of the live environments, verify the correct components are released, and minimize mission disruption.

• Update, and maintain the release and deployment TTP, including training personnel and establishing a release and deployment framework.

• Plan, schedule, and control the build, test, and deployment of SW releases, patches, and updates, firmware, configuration changes, and HW to maintain CM of the DoDNet IT environment, protect systems and data integrity, sustain a compliant cyber security posture, and avoid mission interruptions or degradation.

• Ensure that deployment of HW/SW instances, versions, patches, and updates include technical analysis of release, integration, and verification in an approved evaluation environment to determine functional and technical acceptability as well as assess operational and cyber impact before implementation in end user environments.

• Provide a means to reestablish previous configuration release (or roll back) in the event of adverse impact during or