System engineering (it)

In This Role You Will Lead daily Service Desk operations across the Region, ensuring timely ticket resolution, high customer satisfaction, and adherence to established best practices, SOPs, and performance standards.

Troubleshoot and resolve complex technical issues involving government‐furnished equipment (hardware, software, network connectivity), while coordinating with contractors, telecom teams, and external stakeholders such as NCTS, One‐NET, and NMCI.

Develop, maintain, and report on Service Desk processes and performance, including SOP creation, KPI tracking (volume, resolution time, customer satisfaction), risk identification, and regular briefings to designated Government personnel.

Train, mentor, and support Service Desk staff, oversee ITSM tool usage and maintenance, assist with technology planning, system deployments, asset management, procurement coordination, and DRMO disposition.

Coordinate regional communication and support activities, including outage notifications, weekly Scrum calls, collaboration with installation teams, and travel to sites for surge support or complex troubleshooting.

Provide end‐to‐end real property management support, including coordination, approval, and execution of real property installations, easements, changes, and integration of IT systems with real property assets.

Maintain and manage real property inventories, conducting RPIs, updating and uploading records to iNFADS, supporting real property registration, and producing accurate infrastructure topologies, connected‐system documentation, and survey reports.

Support planning and oversight of real‐property‐related IT infrastructure, including surveys, design, installation, and testing of OSP, telecommunications systems, RF devices, and other CNIC real property components.

Provide expert IT integration support for MILCON and Special Projects, including reviewing designs, drawings, and cost estimates for architectural compatibility; conducting multi‐level security site surveys (UNCLASS–TS/SCI); Lead IT change management and project governance for MILCON efforts, including managing the CCB process (RFCs/ECRs), developing cost estimates for IT infrastructure changes, authoring white papers and formal guidance, maintaining comprehensive documentation, and representing N6 interests in all design, planning, and leadership update forums.

A high school diploma/GED and minimum 4 years' of relevant experience

Ability to be on call 24x7

Ability to travel up to 10%

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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