Customer Support Engineer

00100 LEIDOS, INC.; Chantilly (VA); Vor Ort; USD 131.000 - 237.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Health and Wellness programs

Income Protection

Paid Leave

Retirement

Zusammenfassung

Leidos in Reston, Virginia seeks a Senior Customer Operations Support Engineer to oversee IT operations for the Fort Independence program. You will coordinate procurement, license management, and incident/change processes across multiple data centers and cloud environments.

You will represent the customer in reviews, communicate outage status to leadership, and drive metrics and weekly change requests while coordinating across teams and enterprise IT for rapid, reliable service delivery.

Qualifikationen

• Active TS w/Polygraph and BS degree with 12+ years of relevant experience.
• Additional experience in lieu of degree.
• Experience with IT Operations effectively communicating at senior levels within a customer organization.
• Experience with Incident Management - Identifying, assessing, and handling occurrences to minimize disruption, restore normal operations, and document solutions to prevent recurrence.
• Experience in Change Management - Guide teams through transformation processes; this includes identifying stakeholders, assessing the impact, providing relevant information at the appropriate cadence, and monitoring implementation.
• Experience in Technical Communication - Communicating comprehensive, complex information clearly and effectively to both specialized and general audiences, ensuring understanding and facilitating decision-making.

Aufgaben

• Attend daily operations status calls representing the Fort Independence program.
• Manage Software and Hardware Procurement Processes.
• Work with individual team leads to determine software and hardware needs.
• Work with budget to make them aware of upcoming procurements and ensure funding is available.
• Work with customer to procure hardware and software.
• Manage software licenses.
• Review and assess software changes to ensure quality, compatibility, and adherence to standards.
• Coordinate response efforts during software outages, including troubleshooting and engaging appropriate support resources.
• Provide timely communication to leadership regarding system outages, impact assessments, and resolution status.
• Monitor expiration dates for software and renew when necessary.
• Provide Monthly Metrics to Management.
• Provide monthly report to contract management tracking the number of change requests completed by each team.
• Support Weekly Operations Meetings.
• Review team's weekly change requests for accuracy.
• Submit weekly change requests for customer approval.
• Monitor Changes in the Customer IT Environment throughout the day.
• Monitor enterprise communications for changes in the environment.
• Communicate any changes in the customer IT environment to the teams.
• Facilitate IT Support for Teams.
• Assist users with IT requests and concerns.
• If unable to assist them, elevate to enterprise IT team.
• Provide operational support to teams with incident tickets and system changes.
• Support local IT and facility issues.
• Communicate agency initiatives and/or cybersecurity alerts to Operations Manager.
• Communicate IT operational status to Operations Manager and customer as needed.
• Handling of projects from initiation to resolution, ensuring timely and effective outcomes.

Kenntnisse

Active TS w/Polygraph

BS degree / 12+ years

IT Operations communication

Incident Management

Change Management

Technical Communication

Ausbildung

BS degree or equivalent experience

Tools

ServiceNow

JIRA

Confluence

Jobbeschreibung

Leidos is seeking a Senior Customer Operations Support Engineer for a technical development program of 200+ FTE supporting the Sponsor’s Attribute/Entitlement Services within the IDAM/ICAM space. The Operations Support Engineer is responsible for the daily operational objectives to support the Fort Independence IT Services deployed across multiple data center and cloud environments. Organizational tasks include being the customer organization’s representative in the customer review boards, status meetings, and serving as the communications conduit related to customer IT announcements and requirements. This position supports multiple application teams across the program by helping facilitate Enterprise processes for change and incident management. The Operations Support Engineer will also be the primary point of contact for program software and hardware procurements, working with application teams to follow enterprise procurement processes.

Primary Responsibilities

• Attend daily operations status calls representing the Fort Independence program
• Manage Software and Hardware Procurement Processes
• Work with individual team leads to determine software and hardware needs.
• Work with budget to make them aware of upcoming procurements and ensure funding is available.
• Work with customer to procure hardware and software.
• Manage software licenses.
• Review and assess software changes to ensure quality, compatibility, and adherence to standards
• Coordinate response efforts during software outages, including troubleshooting and engaging appropriate support resources
• Provide timely communication to leadership regarding system outages, impact assessments, and resolution status
• Monitor expiration dates for software and renew when necessary
• Provide Monthly Metrics to Management
• Provide monthly report to contract management tracking the number of change requests completed by each team.
• Support Weekly Operations Meetings
• Review team's weekly change requests for accuracy.
• Submit weekly change requests for customer approval.
• Monitor Changes in the Customer IT Environment throughout the day
• Monitor enterprise communications for changes in the environment
• Communicate any changes in the customer IT environment to the teams
• Facilitate IT Support for Teams
• Assist users with IT requests and concerns
• If unable to assist them, elevate to enterprise IT team.
• Provide operational support to teams with incident tickets and system changes
• Support local IT and facility issues
• Communicate agency initiatives and/or cybersecurity alerts to Operations Manager
• Communicate IT operational status to Operations Manager and customer as needed
• Handling of projects from initiation to resolution, ensuring timely and effective outcomes

Required Skills

• Active TS w/Polygraph and requires BS degree and 12+ years of prior relevant experience.
• Additional experience in lieu of degree.
• Experience with IT Operations effectively communicating at senior levels within a customer organization
• Experience with Incident Management - Identifying, assessing, and handling occurrences to minimize disruption, restore normal operations, and document solutions to prevent recurrence.
• Experience in change management - Guide teams through transformation processes; this includes identifying stakeholders, assessing the impact, providing relevant information at the appropriate cadence, and monitoring implementation.
• Experience in Technical Communication - Communicating comprehensive, complex information clearly and effectively to both specialized and general audiences, ensuring understanding and facilitating decision-making.

Desired Skills

• Hands-on ServiceNow platform experience
• Dashboarding and implementation of reporting automations
• Experience using JIRA and Confluence boards
• FIP #MSBA

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting: November 4, 2026 For U.S. Positions: While 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 $131,300.00 - $237,350.00 The 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.

Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.