Enterprise Help Desk Tier 1 Manager

Description

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' 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.

Leidos is seeking an experienced Enterprise Help Desk (EHD) Tier 1 Manager to join the Mission Support Services (MSS) team. MSS is a shared service, internal investment group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. You will work closely with our customers and MSS teams, supporting both MSS operations and our customers through customer experience, user experience, agent experience and performance management initiatives and improvements. This position requires a broad skill set including experience leading projects, managing people, supporting Help Desk operations, collaboration across all customers and MSS teams, and independently executing/leading tasks to meet project objectives. This is a new position to support a fast-paced DoD program customer. This position includes leading an EHD team who will support end users who will utilize a comprehensive, IT enterprise solution across multiple classification levels.

Primary Responsibilities

• This position will have direct reports and is a "hands-on" position working as part of a team at a facility in Lorton, VA. Additionally, responsible for providing direction and updates to other team members from a matrix responsibility.

• Possess deep knowledge of and experience with all levels of an EHD.

• Build key relationships with Leidos and non-Leidos entities that support this government program.

• Possess extensive knowledge and experience of commonly-used DoD IT concepts, practices, and procedures.

• Ability to effectively manage and prioritize multiple tasks/projects concurrently with minimal supervision.

• Understands EHD Service Level Objective (SLO) and creates key metrics reports for the Program and MSS Leadership.

• Manage day-to-day EHD operations, ensuring efficiency and adherence to best practices.

• Supports process and operational tasks as needed for mission success. This includes but is not limited to:

  • Hire, train and coach the EHD Tier 1 team,

  • Train and coach EHD Tier 1 team on effective research, troubleshooting, and solution delivery methods,

  • Ensure team members stay up to date on existing services, updates, and changes across all classifications,

  • Lead team from a business day/hours EHD to an operation staffed 24x7x365.

• Works to achieve day-to-day objectives consisting of tasks that are typically routine and implementation of new processes and support.

• Resolves routine problems and issues, with clearly prescribed solutions.

• Supports creation and editing of work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) for EHD Tier 1 team and Program end users related to the ticketing system.

• Supervises the EHD Tier 1 team and provides support to end users on a variety of issues and account support.

• Enter EHD tickets accurately and grammatically correct in the EHD tools. Ensure team is compliant as well, QA and coach EHD Tier 1 team when necessary.

• Identifies, researches, and resolves technical problems.

• Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.

• Coordinates cross-tierintegration to ensure consistent and repeatable processes.

• Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.

• Able to present and status EHD components to Leadership and customers at monthly program reviews and other key meetings as needed.

• Ability to work in office 100% unless otherwise noted by Leadership.

• Travel to customer locations for training delivery or program required meetings as needed.

• Responsible for employee performance management, timesheet compliance and other Leidos required responsibilities.

Clearance Required:

• Active Top Secret/SCI (TS/SCI) clearance or ability to obtain a SCI prior to your start date.

• Ability to complete an investigation for eligibility after your start date.

Required Experience, Skills, and Education:

• Bachelor's degree and a minimum 5 of years prior relevant experience or master's degree with a minimum 3 years of prior relevant experience. High school diploma with additional years of experience may be substituted in lieu of degree.

• Minimum of 2 years of experience supervising/managing direct reports and leading teams/projects.

• U.S. Citizen.

• Active COMPTIA Security+ certification or ability to obtain prior to your start date.

• Project lead and management experience.

• Proven experience in Service Desk/Help Desk environments including deep understanding of SD/HD metrics.

• Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.

• Ability to work independently and as part of a team.

• Excellent customer service, communication, organizational and technical skills.

• Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.

• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.

Preferred Experience, Skills, and Education:

• Experience with Air Force Life Cycle Management Center programs.

• Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)

• Expert user in ServiceNow ITSM and JIRA Service Management.

• Knowledge management experience including relevant certifications.

• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.

• Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.