Service Desk Operations Manager
Job Description
Description
Job Description:
Leidos is helping to make the world safer, healthier and more efficient! Are you ready to join a team working to protect our warfighter? Leidos Enterprise & Cyber Solutions Defense Operation is currently seeking a seasoned Service Desk Operations Manager to support our growing business with the NORAD and USNORTHCOM customer in Colorado Springs, CO.
Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the commands enterprise Information Technology (IT) services. In this role, you will support a program that provides sustainment, maintenance, Problem and Change management services to help ensure secure, reliable, and uninterrupted availability of the Department of Defense IP networks. This position will report directly to the Director of Operations.
This position will be tactical (help desk), strategic (drive standards and processes changes), collaborative (support the implementation / updates of software, network, and equipment), and provide leadership and direction to service desk support team members. The Service Desk Lead plays a key role to support NORAD and USNORTHCOM’s day to day Incident Management and Service Delivery operations, be the first point of contact for all IT requests and issues, working to resolve them while developing and delivering IT services that support end-user and business needs.
Clearance: You must hold a current Secret clearance (minimum) and be eligible to obtain Top Secret/SCI clearance upon hire.
Salary: $82,000-$85,000
- Supervise Service Desk colleagues, managing workload and resource availability to guarantee delivery of service. Supports and guides the work of IT Service Desk members.
- Responsible for the day-to-day service request and incidents, overseeing the effectiveness of Service Desk knowledge and skills.
- Act as the team’s champion, offering specialized advice and support for IT-related issues, while providing customers with the best possible service and conveying a sincere willingness to support a broad range of service requests.
- Maintain hardware and peripherals: Responsible for upgrading and replacing end-user devices; proper documentation and asset inventory
- Develop standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to the creation of support documentation.
- Act as an escalation point for team members, taking opportunities to coach and guide investigation for complex incidents, seeking resolution as necessary.
- Meet SLA standards: Close tickets in a timely manner, while upholding customer service standards
- Working accurately and confidently with service desk tools and technology, familiar with ITIL and ITSM platform, remote access tools, knowledge resources.
- Assess current state in various processes and drive improvements which includes but is not limited to help desk ticket system, on-boarding / off-boarding employees, archival of data, etc.
- Provide regular feedback to Service Operations Manager with opportunities / recommendations for process improvements on IT department operations.
- Direct and manage a staff of 15 employees
- Bachelor's degree in a relevant discipline with 4 years of overall related experience (additional years of directly applicable experience may be accepted in lieu of a degree)
- Must hold an active Secret with the ability to obtain a Top Secret/SCI clearance
- Hold DoD-8570 IAT II baseline certification (Security+ce) and CompTIA A+ prior to start date
- Able to lead an IT technical team support staff
- Proven leadership skills with the ability to coach team members
- Demonstrated understanding and experience with NIPRNet
- Demonstrated understanding and experience with SIPRNet
- Ability to work after hours, weekends, and holidays if needed
- Excellent written and oral communication, including the ability to confidently present to all levels of management
- Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
- Able to effectively influence and develop strong relationships with key stakeholders
- Excellent project, technical, interpersonal, presentation and problem management skills
- Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts
- Familiarity with DOD regulations and directives
N2NOMS
Pay Range:
Pay Range $59,150.00 - $91,000.00 - $122,850.00The 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.
