Service Desk Supervisor

Description

Job Description:

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.  

Job Summary:

Leidos is seeking a Service Desk Delivery Supervisor to support the Service Desk in Meridian, ID.

Primary Responsibilities

• Ability to coach and develop team members

• Manage team primarily comprised of non-exempt employees or contingent workforce with well-defined, limited scope including directing daily work activities/priorities, people recruitment and development, and cost management.

• Manage Focal Point Review (FPR) activities for company employees. Manage team and individual performance.

• Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met (e.g. Service Level Agreements (SLA)s or service delivery goals).

• Advise management and peers on matters of importance to direct area of responsibility. May influence direction-setting in direct area of responsibility.

• Resolve/monitor routine customer escalations, as appropriate.

• Maintain existing customer relationships Directs and Controls activities for country or sub-region and small- or medium- sized customer(s)

Basic Qualifications

• US Citizen with an active DoD Secret security clearance

• Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience.

• 5+ years of relevant experience

• Valid DoD 8570 IAT Level I: SSCP, CCNA-Security, Security+ CE, Network+ CE, A+ CE or higher Certification

• Flexible with work schedules

• Excellent oral and written communication skills

• Excellent customer service skills

Preferred Qualifications

• Experience managing to call center metrics (AHT, ACW, Hold Time)

• Customer/Vendor Management, escalation management, customer relationship-building

• Business Analysis and Business Planning

• Ability to manage multiple projects simultaneously

• Strong understanding of cost management

• Ability to influence others

SMIT-NMCI

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.

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 47,000 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.