Leidos is hiring an energetic, motivated, innovative individual to be a part of our team supporting Center for Medicare and Medicaid Services (CMS) in Baltimore, MD. The Integrated Service Delivery (ISD) Team Manager works closely with the Tier 2 Managed Services Lead, and the Operations Manager to oversee the daily activities and workloads of their team, facilitate meetings, and ensure that support services satisfy consumer requests. ISD managers use strong communication skills to motivate and encourage workers. They also use strong interpersonal skills to build relationships with CMS, and application customers. You will deliver guidance, leadership, and IT solutions that ultimately ensure that the functions of Medicare, Medicaid, and Marketplace are carried out for the US citizen and contribute to efforts to reduce healthcare costs. 

With a “no downtime, zero outages” vision and mantra, we support a range of on prem and cloud-based application needs, ranging from managed services to self-service, all of which are based on our customer’s required level of support.  

As a ISD Team Manager your IT skills and leadership will be required to provide technological solutions, and direction that are highly innovative and achieved through research and integration of industry best practices.  

Your goal will be to work with all stakeholders to help Leidos ensure delivery of high-quality, robust, and scalable solutions with minimal business impact. Lastly and most importantly, you will represent our program when meeting with the Application Development Organizations (ADO) and identify opportunities to provide support as well as modernization and innovation opportunities for their application. 

The current work environment is remote leveraging various tools such as Slack, Microsoft Teams, and Zoom. 

Primary Responsibilities: 

• Lead a team of technical support specialists. With the goal of providing support, supervising staff, and providing direction and mentorship in tech support and service delivery. 
• Managing and facilitating meetings. 
• Ensure that teams are improving performance, service, and product quality by using information gathered at customer and standup meetings to target areas that need improvement. 
• Supporting and identifying customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. 
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery   
• Provide guidance and stewardship in Agile and DevOps practices that maximize flow 
• Contribute to a culture of continuous improvement by establishing and participating in feedback loops 
• Become a subject matter expert with CMS Hybrid Cloud and CMS Enterprise Shared Service offerings 
• Develop strong relationships and partnerships with the other ISD teams and CMS customers.  

Basic Qualifications: 

BS degree and 5+ years of prior relevant experience or master’s with 3+ years of prior relevant experience. Additional years of experience may be substituted in lieu of degree. 

• Knowledge of the Software Delivery Life Cycle (SDLC). 
• Build Tools: Jenkins, GitLab, GitHub 
• Configuration Management tools: Ansible, Terraform, Git. 
• Need to be able to manage budgets and timelines while working with multiple groups of people. 
• Efficient communication, zero handoff mentality. 
• Excellent writing and verbal communication skills. 
• Ability to manage conflict effectively. 
• Ability to adapt and be productive in a fast-paced dynamic environment. 
• Excellent communication and collaboration skills supporting multiple stakeholders and business operations. 
• Self-starter, self-managed, and a team player. 

Preferred Qualifications: 

• Proven ability to work with challenging customers 
• Experience with IaC tools like Terraform. 
• Experience and understanding of automating manual processes. 
• Agile-based knowledge and skill, including experience with Scrum Ceremonies and work management tools (e.g., (JIRA, Confluence). 

Required Clearance 

Ability to obtain a Public Trust clearance 

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered. 

Original Posting Date:

2024-09-09

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.

Pay Range:

Pay Range $87,100.00 - $157,450.00

The Leidos pay range for this job level is a general guideline only and 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.