ESD Team Lead

Description

Leidos is seeking an ESD Team Lead to support the Federal Trade Commission (FTC) contact.  You as the ESD Team Lead will be responsible for supervising a team of Service Desk Tier 1 and Tier 2 technicians. Tier 1 and 2 technicians have the responsibility of assisting federal employees and contractors with their IT related issues. Contacts are received through phone calls, emails, chats, and self-service web submissions. As an ESD Team Lead you own the responsibility of continuous mentoring, training, coaching, and supporting your staff to improve service and promote accuracy, efficiency, and the highest customer satisfaction. Responsible for coordinating subordinate employee recruitment, selection, training, performance assessments, work assignments, and recognition/disciplinary actions.

You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth.  In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools. 

This position requires shift flexibility to support a 24x7 operation 365 days a year. Must be available to work nights, holidays, and weekends when necessary.

Primary Responsibilities

• Maintaining operations to include:

• Staffing Analytics (scheduling, adherence, reporting, and behavioral)

• System Requirements

• Quality Assurance guidelines

• Workplace Safety

• Reporting Outage (immediately and to proper POCs)

• Complete all assigned deliverables timely and accurately

• Encourage staff to adhere to all contractual Standard and Internal Operating Procedures

• Promote Knowledge Base Article (KBA) database utilization to staff while also ensuring the team continues to contribute to knowledge base database for accuracy and consistency

• Willing to provide additional shift coverage and flexible to work outside of normal schedule when needed

• Ongoing technician mentoring, training, coaching, and supporting staff to improve service and promote the highest customer satisfaction

• Has deep knowledge of commonly used IT concepts, practices, and procedures within a particular field

• Able to coordinate across various tiers and groups to ensure accuracy, consistency, and timely resolution of tickets and/or various system issues

• Perform under pre-established processes and guidelines while working autonomously and must maintain positive productivity levels

• Maintain a positive relationship with fellow peers, cross functional teams & leadership.

• Additional duties assigned by operations management as necessary

Basic Qualifications

• Requires a BS Degree and 4-8 years of prior relevant experience or master’s degree with 2-6 years of prior relevant experience. In lieu of a degree 10 plus years of experience may be considered.

• Experience managing a team in a fast and complex industry

• Able to mentor, train, coach, and supporting staff

• Must be customer oriented. Assist with solving customer problems in a timely manner and informing customers of problem resolution in a clear manner

• Ability to establish and maintain productive working relationships with all levels of staff and the customer

• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.

• Conscientious, organized, and dependable; always meets deadlines, commitments and works autonomously

• A passion for quality and excellence

• Demonstrated commitment to continuous professional growth

• Competency in ServiceNow ITSM tool

• Empathetic to the customer and what they are feeling while being passionate about helping others

• Strong attention to detail

• Superior communication and interpersonal skills

• Obtain & maintain a Public Trust Clearance

• Must be a US Citizen

Pay Range:

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.

#Remote

About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022.  For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.