Problem Management Specialist

Description At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like an environment where you can thrive, keep reading! The Digital Modernization Group of Leidos currently has an opening for a Problem Management Specialist to work at the Pentagon. This is an exciting opportunity to use your analytical leadership and IT service management experience helping the Air Force National Capital Region (AFNCR) Information Technology Services (ITS) mission. In this mission, we provide support services for information systems for Headquarters Air Force (HAF), Headquarters Space Force, and other Air Force geographically separated units (GSUs). The senior leaders and national defense missions supported here require that the AFNCR operations never fail, resulting in a fast‑paced, challenging, but highly rewarding environment. As the Problem Management Lead, you will serve as a key analytical leader responsible for overseeing all aspects of the problem management lifecycle and managing a dedicated technical team. You will resolve highly complex problems using significant technical knowledge, partnering with executive leadership, senior military stakeholders, and cross‑functional teams to formulate executable remediation plans. Primary Responsibilities Provide governance and facilitate postmortem investigations into high‑impact incidents across technical teams to permanently resolve underlying faults. Analyze incident trend data and produce statistics to proactively identify potential interruptions to network services before they impact the mission. Assist with the diagnosis of faults, determine whether new incidents are related to existing problem records, and maintain the Known Error Database (KEDB). Facilitate technical meetings and coordinate with engineering, field operations, and change management teams to develop and deploy permanent workarounds and solutions. Develop and present comprehensive problem management metrics, KPIs, and dashboards (e.g., repeat incident reduction, RCA completion rates) for senior military and civilian stakeholders at Daily Operational and Weekly Intelligence meetings. Conduct proactive, deep‑dive data analysis of incident ticket queues to identify potential infrastructure degradation, recurring technical faults, and operational bottlenecks before they impact the mission. Produce comprehensive reports to demonstrate the performance of the Problem Management process, track repeat incidents, and create knowledge articles to empower Tier 1/Tier 2 support. Recommend structural, technical, or procedural changes to program leadership to reduce technical debt and enhance overall service stability. Basic Qualifications Requires a BA/BS or equivalent experience and 12+ years of prior relevant experience, or a Master's degree with 10+ years of prior relevant experience. Additional years of verifiable leadership experience will be accepted in lieu of a degree. Possess an active DoD Secret clearance. Proven track record in a supervisory or management role overseeing IT support teams and technical field operations. Advanced knowledge and experience with enterprise IT operations, desktop support, and helpdesk principles. Familiar with IT support operations and organizational structures within a standard DOD/military environment. 8140 compliant education, training, or certification (e.g., Security+, CISSP, Cyber 101, etc.). Deep familiarity with the Pentagon customer base, NIPRNet/SIPRNet environments, the 844th Communications Squadron, and DISA J6 frameworks. Preferred Qualifications Advanced, power‑user proficiency with ITSM platforms (ServiceNow, BMC Remedy, or Jira), specifically leveraging Problem Management modules, creating reporting dashboards, and maintaining the KEDB. ITIL v4 Foundation (or higher) certification is highly preferred. Deep understanding of ITIL best practices and at least two years of experience in quality assurance or IT workflow optimization. Advanced proficiency with ITSM platforms such as Remedy and/or ServiceNow, particularly in leveraging these tools for operational reporting and resource management. Strong organizational, written, and oral communication skills with the ability to influence cross‑functional engineering teams, external vendors, and executive leadership. Pay Range: $105,300.00 - $190,350.00 Pay and Benefits: Pay and benefits are fundamental to any career decision. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at Commitment to Non‑Discrimination: 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. #J-18808-Ljbffr Leidos Inc