Leidos has an opening for a Service Desk Manager. This opening is for an IT Services program supporting a federal client in the Healthcare sector. The program provides a range of IT services, including help desk, desk side support, Windows & Mac workstation support, ITSM, Active Directory services, and video conferencing, and other services/support.

Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information.

We are seeking a dynamic Service Desk Manager to join our IT Service Desk team. This pivotal role involves overseeing the accuracy, timeliness and documentation of tickets, interfacing daily with federal and contract leadership, establishing and maintaining a comprehensive knowledge base of processes, and providing exceptional support via exemplary leadership. The ideal candidate will be a proactive leader with a passion for service desk operations and enhancing the customer experience.

Candidate MUST be:

US Citizen with the ability to obtain a Public Trust Clearance.

be local to the DC area for onsite requirement of 3 days a week in our One Franklin Square location in Washington, DC.  There is also an after-hours on call requirement for this role.

Primary Responsibilities Include:

• The Service Desk Manager will be responsible for ensuring the successful delivery of phone and desk side support services to the federal customer.
• Performing at the customer site, when necessary, in Washington, DC, and interfacing with federal customers including VIPs to ensure that they are receiving the best possible IT services and support. 
• Lead a team that supports a wide range of customers across multiple facilities in the Washington DC area, in addition to two remote field locations in Boston and Dallas.
• The Service Desk team is responsible for providing Tier 2/Tier 3 end user services and technical support.
• Manage up to 15 direct report staff members providing comprehensive IT support of applications, software, hardware and audiovisual services via phone and desk side support.  Periodic travel between sites within the local Washington, DC, area may be required to interface with customers and to manage the staff.
• This position is expected to oversee the queue, escalation of tickets and hand-off to system administrators, system engineering, and management teams when necessary while ensuring successful delivery and closure under established Service Level Agreements (SLAs).
• Ensure the accuracy and completeness of ticket data, including categorization, prioritization, trouble shooting, and resolution details as well as spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
• Identify opportunities to streamline service desk workflows, implement automation tools, and leverage supported tools/technologies to enhance efficiency and productivity.
• Maintain proper communication and collaboration with federal counterparts especially in relation to escalations or process improvement steps and evaluation.
• Provide a weekly report highlighting the team’s accomplishments in addition to the monthly contract SLA reporting.
• Generate and evaluate ticket queue/individual technician metric reports from ZenDesk. Perform analysis and enhancement of available dashboards/reporting, track team assignments and drive incidents and service request tickets to closure.
• Knowledge of oversight and supporting AV & VTC support hardware equipment.
• Must provide timely responses to the customer and Leidos for all ad-hoc reporting requests.
• Responsible for hiring, employee recognition, and overall team performance.  Addresses employee performance concerns and engages the Leidos PM when required.

Requirements:

• Bachelor’s Degree plus 4- years of experience. High school diploma with an additional 4 years of experience may be considered in lieu of a degree
• Prior Service Desk Leadership experience
• A strong IT services background, with experience providing day-to-day IT services both as an individual contributor and as a leader.
• Ability to obtain and maintain a public trust security clearance.
• Experience with federal clients.
• U.S. Citizen
• A thorough understanding of how to manage a team of technicians supporting multiple diverse end-user systems while meeting service level delivery targets is essential.
• Excellent written and verbal communications skills
• Ability to multitask and function in a quick-paced environment
• Experience leading organizations performing IT Operations
• Strong experience with service, incident, and problem management
• Demonstrated experience with a modern service ticketing system
• Above all, this person must have a customer-first proactive attitude and be able to shape a team to provide premier level IT services.

Desired Qualifications:

• Experience supporting organizations involving a single tier expert support system.

Required Certifications:

• ITIL certification
• HDI certification

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Original Posting Date:

2024-10-18

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 $78,000.00 - $141,000.00

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.