Leidos is seeking a Help Desk Supervisor/Senior User Trainer to join our Washington, DC team. This first line supervisor reports to the Lead Project Manager and is responsible for carrying out a variety of user training, operational and technical assignments in support of the Document Center operations.
Main Duties include:
Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.
Assists in setting up and operating end-user support program for major applications in support of specific projects. Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.
Sets up facilities and procedures to ensure responsive support.
Trains staff and sets up help desk staffing schedules. Organizes, prepares, schedules, and conducts training sessions. Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc. Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.
Prepares training approach and materials. Arranges for use of training facilities, for access to appropriate applications, etc.
Oversees and supervises help desk operations, including answering and responding to user phone calls, installing, and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.
Supervises teams of Help Desk and User Trainer Specialists providing search, retrieval, and reporting support to client attorneys.
Receives requests and translates them into effective search strategies.
Designs appropriate output formats, assists users in constructing and refining queries and helps resolve problems related to accessing databases.
Develops and maintains standard operating procedures for document center litigation support tasks.
Manage data intake, scanning and processing in the Document Center
Perform other tasks in support of the Document Center operations.
Bachelor’s degree or equivalent and 4+ years of work experience
At least two years of experience providing direct end-user support for the applications being supported (i.e., Relativity), including both telephone support and on-site assistance to users, is preferred. Certain applications may require certification by the software provider.
At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred.
Prior supervisory experience.
Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
Experience with DOJ office automation environments extremely helpful.
An expert user of the Government's word processing, spreadsheet, and email systems.
Excellent oral and written communications skills required.
Experience providing user support and training for Relativity
Undergraduate degree strongly preferred.
At least one year of experience in automated litigation support preferred
Prior supervisory experience.
Excellent organizational skills
Excellent writing skills and oral communication skills.
Pay Range:Pay Range $57,850.00 - $89,000.00 - $120,150.00
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.
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 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. 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.
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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.