Job Description:

Summary:

Leidos QTC Health Services is hiring a Director Command Center IT Operations and ITSM (IT Service Management) in a senior leadership role responsible for overseeing and managing the Command Center Operations and Service Management steady state functions within our organization. This is a remote role with preference to be located within a commutable distance to one of our offices in San Dimas, CA; San Antonio, TX: Nashville, TN; Reston, VA; or Orlando, FL.

Primary responsibilities involve leading the strategy and execution of IT service delivery. This includes overseeing the implementation and improvement of ITSM processes including TCAB, ensuring alignment with organizational goals, and managing a team of professionals. Your role encompasses establishing and maintaining service standards, implementing ITIL best practices, and collaborating with various stakeholders to enhance overall IT service efficiency and effectiveness. Strong leadership, ITIL framework knowledge, and a focus on continuous improvement are crucial for success in this position.

Develop and own the Command Center Communication standards: what, when, how and who...

Strategic Planning:

• 
  
  
  
  • Develop and implement strategic plans for IT operations and ITSM to align with the overall business objectives.
  
  
  
  

Team Leadership:

• 
  
  
  
  • Lead and manage a team of IT professionals responsible for various aspects of IT operations and service management.
  
  
  
  

IT Operations Management:

• 
  
  
  
  • Oversee day-to-day IT operations, ensuring the availability, performance, and security of IT systems and infrastructure.
  
  
  • Implement and maintain ITIL (Information Technology Infrastructure Library) best practices for IT operations.
  
  
  
  

IT Service Management:

• 
  
  
  
  • Develop, implement, and optimize ITSM processes and practices to improve service delivery and customer satisfaction in partnership with the ITSM program.
  
  
  • Ensure compliance with ITSM frameworks such as ITIL and maintain service level agreements (SLAs).
  
  
  
  

Incident and Problem Management:

• 
  
  
  
  • Lead the incident and problem management processes, ensuring timely resolution of issues and identifying root causes to prevent future occurrences.
  
  
  
  

Change Management:

• 
  
  
  
  • Implement and manage change control processes to minimize disruptions and risks associated with changes to IT systems.
  
  
  
  

Monitoring and Reporting:

• 
  
  
  
  • In partnership with Infrastructure owners help establish and maintain effective monitoring systems to proactively identify and address potential issues.
  
  
  • Prepare and present regular reports on key IT operations and ITSM metrics to senior management.
  
  
  
  

Collaboration:

• 
  
  
  
  • Collaborate with other departments and stakeholders to understand their IT requirements and ensure alignment with overall business goals.
  
  
  
  

Continuous Improvement:

• 
  
  
  
  • Identify opportunities for continuous improvement in IT operations and service management processes and implement best practices.
  
  
  
  

Security and Compliance:

• 
  
  
  
  • Ensure that IT operations and services comply with security policies, regulations, and industry standards.
  
  
  
  

Service Continuity Planning:

• 
  
  
  
  • Collaborate with Infrastructure Service Continuity Team and Application teams to maintain effective disaster recovery plans to minimize downtime and data loss in the event of a disaster.
  
  
  
  

 

Provide leadership, guidance, and training to IT staff to enhance their skills and capabilities

Essential Duties and Responsibilities:

• Responsible for the performance and integrity of the QTC Systems and Infrastructure


• Collaborate with the VP Infrastructure and Support Services and team in developing and enhancing the Command Center and ITSM functions and budget planning and management


• Be the intake team for operational support and coordination of technical teams


• Day-to-day mentoring and management of team members


• Coordination with external vendors/contractors to meet organizational goals


• Responsible for staff oversight to ensure new IT systems operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives


• Develop and document company’s Information Technology systems policies and procedures


• Communicates effectively with internal clients to identify needs and evaluate alternative business solutions and strategies


• Enforces standard company IT policies and procedures and manage in a follow-the-sun support structure


• Other projects and duties as assigned

 

Competencies:

• Excellent analytical, problem-solving and project management skills


• Be a change agent both in our technical journey and our ability to operate in a service orientated team


• Be able to understand plan, build and run when we build services


• Understanding of SDLC, Six Sigma, Agile, project and people planning


• Focus on automation first, how we identify “as is” and move “to be” in design, process, transition and steady-state


• Ability to help plan and support financial management


• Analytical, problem-solving and project management skills


• Ability to interact effectively with all levels of personnel


• Pro-active management style


• Ability to make sound business decisions that are in alignment with organizational goals


• Must possess the ability and flexibility to work extra hours and weekends

 

Education and/or Experience: (includes certificate & licenses)

• BA/BS in Computer Science or related field or equivalent work experience


• Understanding of ITIL with strong experience managing support services


• Minimum of 14 years previous Information Systems management experience


• Minimum of 10 years People leadership and mentoring


• Strategic Thinker


• Driver


• Experience with enterprise-wide security, NIST and HIPAA compliance and working closely with internal and external system auditors

 

Pay and Benefits:

Salary range $150,000 - 190,000

 

The Leidos QTC Health Services 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): geographic location, 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.

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. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here: Join Our Team | Jobs & Career Opportunities | Leidos QTC Health Services (qtcm.com)

Leidos QTC Health Services. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

* This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Information Technology

Apply Now