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Job #: R-00003338
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Civil

Job Description:

No two career paths will ever look the same. 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. We welcome your perspective and ideas, in order to foster collaboration and deliver world-class solutions. We look for solutions that not only transform businesses, but change the world.

Our Civil business is helping to modernize and manage infrastructure, systems and controls, and cybersecurity for civilian agencies and commercial clients around the globe. With core competencies in information technology, energy and environment, complex logistics, and specialized engineering, we solve technical challenges and implement newfound efficiencies on a number of programs!

Protect yourself and your family, with the benefits of working for a world-class employer. When you join Leidos, you join a Fortune 500 company and one of Ethisphere Institute's "World's Most Ethical Companies"

Leidos...We strive to make the complex clear

This position is for an End User Services Manager on the ESA IV program. ESA IV is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.

The End User Services Manager will be responsible for ensuring the successful delivery of Service Desk and Deskside Support services to a new customer within the Department of Justice as that customer joins the ESA IV program. Located at the customer site in Washington, DC, the End User Services Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services. The program will be providing Service Desk services remotely from an offsite location, and will also be providing deskside technicians on site. Coordination of these services to ensure customer satisfaction is key to the success of the individual selected for this position.

Periodic travel between sites within the local Washington, DC, area is required to interface with customers and to manage the staff. This individual will have approximately eight direct report staff members. These staff members will be a mix of deskside support technicians and Remedy support staff.

The ideal candidate for this position will have a strong IT services background, with past experience providing day-to-day IT services both as an individual contributor and as a leader. A thorough understanding of how to manage a team of technicians scattered across several locations through the use of a ticketing system while meeting Service Level delivery targets is essential. Above all, this person must have a customer-first attitude and be willing to go the extra mile to make sure the services delivered are provided with the highest possible quality levels and under an appropriate sense of urgency.

In addition to direct supervision of the onsite staff in DC, the individual selected for this position will be responsible for interfacing with the Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the on site staff.

The individual selected to this position must successful complete a security investigation by the government.

Basic Qualifications:
  • Bachelors Degree plus ten years of experience
  • Program Leadership experience
  • Excellent written and verbal communications skills
  • Ability to multitask and function in a quick-paced environment.
  • Experience leading organization performing IT Operations

Desired Qualifications:
  • Past experience with the Department of Justice
  • ITIL Foundations
  • PMP

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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