Title: Service Maintenance Lead
Location: Chantilly, VA
US Citizenship Required: Yes
Clearance: Active TS/SCI with CI polygraph
Status: Full-time; contingent upon contract award
Description:Invictus is seeking a Service Maintenance Lead to oversee operations and maintenance of enterprise cybersecurity services supporting the NRO. The Maintenance Lead oversees and coordinates maintenance performed by Tier 1-4 support entities and makes sure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are consistently met. As the senior technical authority for break/fix operations, this role ensures seamless incident resolution and problem management across the contract.
Responsibilities:- Direct Tier 1, 2 and 3 maintenance staff and coordinate with Tier 4 vendor and product experts on escalations, warranty, sparing, bug fixes and remediation
- Monitor SLA/OLA and key performance indicator results; identify adverse trends and drive corrective action
- Own incident, problem and change management processes in the ITSM tool (ServiceNow), including incidents, requested items and requests for change
- Oversee lifecycle management, patching, reconfiguration and recapitalization to preserve and restore cybersecurity services
- Maintain system security posture through ongoing accreditation activities needed for a valid Authority to Operate
- Coordinate maintenance across geographically distributed CONUS and OCONUS sites and with site leads
- Lead root cause analysis on recurring outages and participate in anomaly response teams as directed
- Support 24x7 emergency response for outages and critical events
Requirements:- Bachelor's degree in Computer Science, Cybersecurity, IT or a related STEM field and one of the following: CISSP, CISM, CCISO, GCDA, Security+ CE, CySA+ or equivalent
- 5+ years of program management or equivalent relevant experience with IT services, including operations and maintenance
- Qualified for a DoD 8140 Category E role (Cyber Workforce Developer 751, Manager or Executive Cyber Leader 901, or IAM Level III)
- Active TS/SCI with CI polygraph
Desired Qualifications:- Experience within the NRO and its mission partner community
- Advanced degree and certifications in IT process improvement or capability frameworks (e.g., ITIL, COBIT, ISO, CISSP, Agile)
- ITIL 4 certification with hands-on incident and problem management experience
- Experience maintaining SIEM, endpoint security, perimeter and cross domain systems in a classified environment
- Experience managing SLA/OLA-driven service delivery with multiple service providers
- 5+ years of cybersecurity, SOC or cyber incident response experience
