Senior Electronic Surveillance System Analyst Team Lead

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.  To join our team of outstanding professionals, apply today!

• 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. 

• Must have one or more years of supervisory experience leading a team of technical personnel.
• Requires competence in technical writing to support SOPs creation and documentation.
• Knowledge and experience with lawful intercept processes and procedures for Federal, State, Local and Tribal LEOs is required.
• Bachelor’s Degree or equivalent specialized work experience.
• The Team Lead shall have at least two or more of the specialized experiences listed below. 'Specialized work experience” is defined as three or more years of hands-on job-related work experience.
• Analysis of Communications Service Provider (CSP) communications records (i.e., Call Detail Records - CDR).
• Experience with implementing and managing CALEA voice and broadband related ELSUR solutions, knowledge of CALEA protocols, intercept solutions and commercial CALEA collection systems.
• Legal aspects of real-time lawfully authorized intercepts for voice, messaging and broadband communications.
• Lawful intercept collection systems hardware and software for voice, messaging and broadband communications.
• Telecommunications and advanced communications services and applications.
• Geo-location, geo-spatial technology and commercial locations services analysis.
• Investigative or analytical experience specific to social media platforms and open-source investigations and analysis.
• Internet and computer networking technologies.

Work Where it Matters

Synteras, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Synteras, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Synteras provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Synteras delivers the optimum solution to our nation’s vital IT, communications, and cybersecurity efforts on time and on budget.

As a Synteras employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.