Customer Support (Tier 2) Manager

Description

Job Description:

Leidos is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive secure development of IT integrations, concepts, and designs across the CMS enterprise and integrate end-user computing devices, conference room technology, infrastructure hardware and software, and user applications into a streamlined and seamless experience across the CMS user base. We foster a positive end-user experience while ensuring protection of the data.

As a Customer Support Tier 2 Manager, you will be responsible for managing and providing day-to-day leadership to team of direct report IT Support Technicians dedicated to delivering deskside and remote support to end users located at the customer's locations within the assigned region. You will be responsible for delivering services within the service levels of the contractual scope of work including end user satisfaction and other account measures and driving process improvements and team efficiencies. You will support, train, provide best practice coaching, and implementation processes for the Tier 2 team supporting end users.

Primary Responsibilities

Under the direction of the Service Delivery Manager, you will be responsible, to include, but not limited to:

• Manage and oversee all activities performed by Leidos personnel and subcontractors to satisfy the program requirements.

• Provide leadership in helping to develop and implement the next generation in people, processes, tools and technologies.

• Plan development, conducting performance reviews, and coordinating professional development plans.

• Organize, plan, and direct all Tier 2 support activities.

• Act as the primary liaison between Tier 2 and Tier 1 and Tier 3 support teams.

• Work with counterpart Leads and Managers to ensure collaborative working environment is established and nurtured between all the tiers to escalate and resolve complex issues.

• Prepare and provide various briefings, reports and technical reviews to senior management as requested.

• Participate in special projects as required.

• Assures quality of products, services, and deliverables

• Develops key trusted advisor relationship with the customer.

• Direct program activities to meet customer and program work objectives and serves as a liaison with the internal and external customers to coordinate activities, negotiate tasks and solve problems to meet the program goals.

• Maintain a dynamic knowledge base of technical solutions to ensure the support structure is as efficient as productive as possible.

• Ensure adequate training, abilities, and knowledge share between the team members.

• Provide onsite technical support to the customer when requested.

• Develop and maintain the training curriculum for Tier 2 staff.

• Work with other management team members to develop Service Delivery objectives, keeping customer services and efficiencies in mind.

• Collect and analyze ServiceNow ITSM statistics and proactively adjust processes to meet or exceed goals.

• Install, configure, troubleshoot, repair, and test a variety of technology equipment in a multi-vendor environment to include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment in accordance with the program policies, procedures and Knowledge Base Articles (KBAs).

• Perform software and hardware upgrades & repairs to existing equipment using current processes and provide recommendations for improvements.

• Train users in accordance with the existing Knowledge Base Articles (KBA) on the proper use of hardware, software, and mobile devices.

• Monitor end user asset performance and take appropriate proactive corrective action whenever necessary.

• Analyzes root causes and resolves issues.

• Handle escalation of complaints or complex issues.

• Assure Tier 2 staff is effective and efficient, meeting and exceeding established SLAs and the needs of our customers.

• Responsible for all procedures related to the identification, prioritization, escalation, and resolution of end user requests and ensure that Tier 2 staff is adhering to processes and policies.

• Participate and contribute to all high severity incident, problem and change management processes.

• Oversee the maintenance of an accurate inventory and ensure asset record accuracy for all the tickets performed by the Tier 2 staff.

Basic Qualifications

• Bachelors of science degree and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.

• Four years working knowledge of End User Computing (Desktop etc.) and associated technologies.

• In additional at least 3 years of experience supervising or leading teams or projects.

• Proficient in Active Directory and endpoint support and troubleshooting.  

• Competency in ServiceNow ITSM tool, Jira & Confluence.

• Strong working knowledge of CMS environment and the Service Delivery support from Tier 0 to Tier 3, providing support in person and remote via phone and live chat.   

• Proven record of process improvements and building teams driving high quality results.

• Experience troubleshooting, testing, and deploying standard endpoint images.

• Must have extensive working knowledge of PC/Mac operating systems (high level of Mac users vs. PC)

• Ability to conduct and direct research into IT issues and products as required.

• Proven analytical, evaluative, and problem-solving abilities.

• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.

• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.

• Experience working in a team-oriented, collaborative environment.

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

• Ability to communicate technical concepts to technical and non-technical audiences.

• Aptitude and enthusiasm for learning and teaching new technologies.

• Actively Listens and is able to quickly distill provided information and insights.

• Conscientious, organized and dependable; always meets deadlines and commitments.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

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 45,000 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.