Sr. Electronic Surveillance System Analyst / Team Lead (Active Top Secret Clearance)

Synteras is looking for a Senior Electronic Surveillance System Analyst to join and lead our team supporting the Federal Bureau of Investigation. In this role, you will be a part of an overall Electronic Surveillance Service Delivery and Service Level Agreement (SLA) Management process for the FBI National Domestic Communications Assistance Center. Candidate must have law enforcement experience and be able to obtain and maintain a Top-Secret clearance. Must have a combination of education and experience demonstrating an understanding of law enforcement and IT service management, incident management, and problem resolutions process, or equivalent.

Responsibilities

• Supervise contract Systems Analysts who staff the TRG.
• Ensure team contract personnel answer and processes calls and emails from users for NDCAC services or issues.
• Ensure team members verify and validate caller's LEO and LEA status.
• Ensure team documents validation process and findings in TRG ticketing system.
• Coordinate with the PM to ensure team contract personnel have resolved the issue or provided a solution.
• Make recommendations, if needed for improvement or corrective action.
• Assist PM with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
• Manage, log, track, monitor, and report on all issues and problems using a ticketing and reporting system.
• Assist team contract personnel and end user with general troubleshooting, accessing NDCAC services and support.
• Conduct performance reviews of team contract personnel.
• Document performance reviews and if necessary, initiate and monitor performance improvement plans of contract personnel.
• Apply advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites / SharePoint sites.
• Primary POC to interact with the NDCAC's Federal, State, Local and Tribal LEOs contacting the NDCAC for assistance.
• Provide phone and email support to Federal, State, Local and Tribal LEOs requesting assistance.
• Evaluate requests for assistance and provide appropriate level of help to the LEO until the issue is resolved or the question answered. Requests for assistance may be received via phone calls, emails or in person from LEOs within the NDCAC.
• Assist with disseminating appropriate LES information to LEOs and directing recourses which includes CSP points of contact, best practices, white papers, processes and procedures.
• Assist other NDCAC personnel with problems or issues.

Qualifications

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