Service Delivery Lead - O365 #1694974

About NDi:

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Military Veterans Encouraged to Apply.

Job Description:

NDi is seeking an experienced Service Delivery Lead (O365) to support the administration and operation of the FAA's Microsoft Office 365 (O365) Cloud services. Responsibilities will include supporting the seamless operation of FAA's Microsoft Office (O365) Cloud Services, to include integrating with business applications, and providing a high level of technical and customer support. The role involves the maintenance of both modern and legacy systems, including Microsoft O365 services and Lotus Notes applications.

Requirements:

• U.S Citizenship required.
• Must be able to obtain and maintain a Public Trust clearance
• This position is 5/days onsite in Washington.

Qualifications and Experience:

• Bachelor's degree in information systems, business systems, management information systems, IT management, and/or other IT degree (engineering, math, and science related degrees are considered acceptable alternative degrees).
• Eight (8) years of relevant experience.
• Proven experience in managing and supporting Microsoft O365 services and Lotus Notes applications.
• Strong operational support skills, including incident resolution and service management.
• In-depth knowledge of messaging services such as e-discovery, broadcast messaging, and FOIA.
• Technical experience in messaging architecture, design, and operational analysis.
• Familiarity with security tools and protocols, including Microsoft Defender, DMARC monitoring, and system security audits.
• Ability to manage records retention in compliance with regulatory requirements.
• Experience supporting project management, process improvement, and knowledge management initiatives.
• Strong communication skills and the ability to articulate complex services clearly.
• Ability to work collaboratively in a team environment and support departmental initiatives.
• Certification in Microsoft Office 365 and/or other relevant technologies preferred.
• Experience with low-code/no-code tools for improving service processes preferred.

Responsibilities:

• Manage the day-to-day operations of O365 services and Lotus Notes applications.
• Provide operational expertise in resolving incidents, escalating issues, and closing critical situations.
• Oversee process life cycle management and drive continuous service improvement.
• Enhance service processes, including VIP support and trend analysis, leveraging existing low-code/no-code tools within the agency.
• Support e-discovery, broadcast messaging, and Freedom of Information Act (FOIA) requests.
• Design and manage messaging architecture and operations.
• Conduct operational analysis and develop integration approaches.
• Support the implementation of security requirements using tools like Microsoft Defender for Office and Valimail for DMARC monitoring.
• Support routine system security audits and comply with security policies.
• Perform data search and purges as requested by the FAA's Security Operations Center using Microsoft Purview.
• Ensure in-place records retention for emails and Microsoft Teams chats in compliance with the FAA's records management requirements.
• Support annual reviews and updates of the Project Management Plan for O365 services.
• Regularly update knowledge management articles for the service desk.
• Create, review, and update all work instructions and standard operation procedures (SOP) for the 365 Productivity branch.
• Plan roadmaps based on new O365 product releases.
• Evaluate new products as required by branch management.
• Participate in and support activities initiated by the Department of Transportation, including monthly phishing exercises.

Compensation and Benefits:

At NDi, we value our team and are committed to retaining top talent by offering competitive benefits and compensation packages. Our employee benefits package includes comprehensive health, dental, vision, pet, and legal insurance. Our corporate benefits include 401(k) retirement matching, paid leave, paid holidays, and health and wellness programs. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

Veterans First Commitment:

As a Service-Disabled Veteran-Owned Small Business (SDVOSB), NDi is dedicated to hiring veterans and providing a supportive work environment that honors their service while recognizing the unique skills and experiences they bring to our organization.

Commitment to Diversity:

NDi is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran or military status, citizenship, national origin, or any other basis prohibited by law in all phases of the employment process and compliance with applicable federal, state, and local laws and regulations. As a federal government contractor, NDi complies with all applicable affirmative action requirements.

Apply Now:

Take advantage of this unique opportunity to join one of the fastest-growing companies in Federal contracting!