Location: SCOTT AIR FORCE BASE IL US 62225
Leidos has a career opening for a Customer Advocacy Manager at Scott Air Force Base, IL.
Our customer is the Defense Information Systems Agency (DISA) located at Scott AFB, IL and acts as the provider of GIG/Defense Information System Network (DISN) services to the department of Defense (DoD) and national security organizations. The Customer Advocacy Manager will manage a team responsible for:
•All phases of service ordering (DISA Direct Order Entry, DISA Direct Storefront)
•Training: Telecommunications seminars, Ad-hoc virtual training, managing DISA CONUS training website.
•Perform technical reviews and status reporting.
•Provide and ensure technical support, training and quality assurance/quality control and all contractual Acceptable Levels of Performance (ALPs) are met.
•Support senior staff as required and ensure customer requirements and project milestones are met. Oversee continual evaluation of processes and procedures. Responsible for implementing methods to improve area operations, efficiency and service to both internal and external customers.
•Ensure Customer advocacy teams provides support to Service Activations efforts.
•Coordinate subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions.
•Identify and manage issues, risks, and dependencies associated with Customer Advocacy primary mission goals, Customer Advocacy and Service Activation (CA&SA) goals, and overall service delivery thread goals as determined by the GSMO contract.
•Oversee development and implementation of training plans to ensure subordinates have appropriate training and resources to perform their jobs.
•Collaborate with key partners in various functional areas to de-conflict efforts
•Monitor, adjust and report on operations performance, budget and schedule
•Ensure proper monitoring of circuit operational integrity, works to resolve issues related to customer satisfaction.
•Some travel may be required (10-25%)Qualifications:
•Bachelor's degree in a relevant IT engineering discipline + 10 years overall related experience
•Basic knowledge of implementing, administering, performing testing, and analyzing network systems.
•Familiarity in network engineering, problem management, and performance management
•Basic knowledge of IT networks, to include network appliances (e.g., routers, load balancers, domain name servers, firewalls).
•Familiarity with network services (BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, VRF, etc)
•Ability to make decisions and escalate when needed
•Strong working knowledge of Microsoft Office products.
•Currently possess an active DoD Secret Security Clearance with eligibility for a Single Scope Background Investigation (SSBI).
•Master's degree in a relevant IT engineering discipline.
•Ability to obtain DoD 8570 certification at IAT level II, Security+ CE.
•Network certifications such as but not limited to, Cisco Certifications (CCIE, CCNP, etc.), Microsoft certifications (MCSE, etc.), security certifications (Security + CE, CISSP, etc.)
•Broad knowledge of all Customer Advocacy tools (DISA Direct, WWOLS, TIBI, TCOSS, SNAP, etc.)
•Knowledge of all DISA CA&SA & Ops Circulars.
•Working knowledge of Customer Care Information Technology Service Management (ITSM) Work Instruction, 16-GSMO-WI-RF-01 and ensures quality checks, coordination, and scheduling supported by the document are completed on time and adhere to established guidelines, procedures, and work plans.
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.