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Job #: R-00123736
Location: Kennedy Space Center, FL
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Remote Type: No Remote
Clearance: Public Trust
Referral Eligibility: Ineligible
Group: Civil

This job posting is no longer active.

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This position will pay between $80-90k.

The Service Delivery Lead (SDL) at Kennedy Space Center (KSC) is responsible planning, organizing, securing, and managing resources to bring about the successful completion of specific program goals and objectives. Duties may include ensuring that all functions run within scope, time, and budget constraints. Interfaces with task and function leaders, subcontractors, and support personnel. In this on-site role, the SDL will report to the Enterprise Senior Manager – Service Delivery Operations but must directly assist the KSC Center Operations Manager (COM) daily in the successful execution of program requirements at KSC, which is in central Florida.

The SDL position will support the NASA End-User Services and Technologies (NEST) contract. The NEST contract provides end-user services such as compute, mobile, and print device deployment and refresh, incident and problem management, email and collaboration, enterprise operations, and information security to all 10 NASA centers and other performance sites nationwide.

What You'll Get to Do: -

  • Lead a team of technicians to successfully meet end user IT service level agreements.
  • Interact daily with subcontractors performing end user desktop, mobile and print services.
  • Serve as initial escalation point for customers regarding service issues/questions.
  • Review tickets in Service Now to ensure service is delivered within the agreed upon time frames.
  • Interact with Enterprise Service Delivery Manager and Center Operations Manager to escalate customer/performance/staffing issues.
  • Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams to ensure end-to-end fulfillment of the product line.
  • Work collaboratively with company and customer stakeholders to define and proactively shape device hardware requirements.
  • Work collaboratively with program engineering and operations teams to co-develop integrated hardware/software solutions to keep the end user compute product line at the forefront of industry technology.
  • Ensure timely update to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation.
  • Identify opportunities to improve the day-to-day compute and mobility service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across KSC as well as all NASA Centers.
  • Other IT duties as assigned.

You'll Bring These Qualifications:

  • Must be able to obtain a Public Trust Clearance.
  • Proficient in Service Now.
  • Proven written and oral communication skills.
  • Proven experience in effectively working within a group to deliver IT services.
  • Experience interacting with senior level managers and customers.
  • Experience working in a fast-paced environment with competing priorities.

These Qualifications Would be Nice to Have:

  • NASA IT Experience
  • Project Management Experience or Certification (PMP, Scrum, ITIL, or Six Sigma Blackbelt)
  • Experience working in a fast-paced environment with competing priorities.
  • Bachelor’s degree and 4-8 years of prior relevant experience or equivalent years of experience highly desired.

EDUCATION & EXPERIENCE:  Typically requires BS and 4 – 8 years of prior relevant experience 

This position will pay between $80-80k.

Pay Range:

Pay Range $61,750.00 - $111,625.00

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.

About Leidos

Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.  For more information, visit

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 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.

This job posting is no longer active.

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