SWAT Commander (National Service Desk)

Headquartered in Bethesda, Maryland, Lockheed Martin is a global security and aerospace company that – with the addition of Sikorsky – employs approximately 126,000 people worldwide and is principally engaged in the research, design, development, manufacture, integration and sustainment of advanced technology systems, products and services.

**Key duties and responsibilities:** * Examples of key duties are interpreted as being descriptive and not restrictive in nature. * SWAT Commanders are expected to command and control virtual meetings consisting of 150+ technical experts with the intent of restoring degraded or disrupted IT services. * SWAT Commanders are responsible for ensuring that all required documentation and follow-up after the SWAT are completed in a timely manner. * SWAT Commanders must make certain that all After Action Reporting from a SWAT event is targeted for completion and distribution within 30 calendar days. * SWAT Commanders must also ensure that all SWAT processes, as established by the customer, are followed. * Any modifications to the processes shall be the responsibility of the SWAT Commanders, working in conjunction with the Incident Management Team and the customers Executive Management.

**Basic Qualifications** * Bachelors degree in an engineering/technical discipline from an accredited college in a related discipline, or equivalent experience/combined education * Candidates must have a minimum of 1-2 years of previous help desk or desktop support experience. * An understanding of various technologies employed by the customers enterprise architecture environment and be able to interpret impact of degradations and outages * The ability to communicate with various levels of technical IT staff within the clients organization, including customers, technical staff, technical management, senior executive staff. * The ability to work with all levels of IT staff to track remediation efforts. * The ability to translate highly technical activities into common languages to ensure stakeholders understand SWAT activities. * The ability to stay calm in stressful situations and keep the restoration activities moving forward to successful restoration. * The ability to perform at high levels under stressful and long engagements for the restoration of services. * The ability to draft Executive Summaries as requested (a technical writing background is preferred). * The ability to ensure that all Critical and High priority incidents are communicated to the appropriate Government points of contact and to customers using government provided tools, communication methods and formats. * The ability to ensure communications are distributed in a timely manner and that hourly updates are completed throughout the life-cycle of the critical incident. * The ability to provide accurate reporting and statistics on all incidents and service requests. * The ability to use good incident control processes for the analysis of detailed historical data. * The ability to ensure an effective, automated registration of incidents with accurate classification and details for successful Problem Management. * The ability to coordinate with other client organizational divisions or supporting groups / contracts to provide a work-around or resolution for a critical incident. * The ability to communicate remediation / reason for incidents to the Problem Management team for analysis. * The ability to pay attention to detail. * The ability to multi-task while performing in a SWAT. * The ability to maintain organized records of SWAT notes and chats. * Knowledge of Networking and servers. * Experience with Microsoft Office, incident reporting, Microsoft Operating Systems, ITIL, call center(s), Active Directory, VMware, and ticketing experience (either Remedy or something comparable). * A technical writing background. **Desired skills** * A candidate who is skilled at handling stressful situations * A candidate who is very detailed orientated and able to multitask * A candidate who takes initiative to get things going, a self-starter * A candidate who has excellent communication skills and is comfortable speaking in a group environment * A candidate who knows how to prioritize their workload * A candidate who can simplify complex ideas * A candidate who can communicate across various technical backgrounds * A candidate with patience, as they will be working with various organizations, internal and external vendors