To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: TR-648938
Location: Washington, DC
Category: Field Operations
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Secret
Referral Eligibility: Ineligible
Group: Defense

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Description

Job Requisition:

Enterprise Service Desk Manager

Job Description:

The Defense & Intelligence Group of Leidos has an opening for an Enterprise Service Desk Manager in the National Capital Region. Exact position location within the NCR to be determined. JOB SUMMARY: Enterprise Service Desk Manager to manage and coordinate the handling of incidents, problems, Non-Service Catalog Requests, and Service Catalog Requests for a large-scale, Enterprise Service Desk supporting 800,000 users in support of the US Navy Next Generation Enterprise Networks Re-compete (NGEN-R) program. NGEN-R is the Next Generation contract procurement of information technology (IT) services for the Navy and Marine Corps Intranet (NMCI). As the Enterprise Service Manager, manage the full life cycle of all incidents, problems, and service requests including fulfillment, verification, and closure of incidents across a multi-tiered Service Desk to provide increasing levels of expertise based on the complexity of the issue at hand. Service Tiers include Tier 0: End user self-service, Tier 1: Basic service support to end-users and IT groups, Tier 2: More complex service support requiring the involvement of SMEs, Tier 3: Onsite support for complex service support requirements, and Tier 4: Engineering technology support. PRIMARY RESPONSIBILITIES: •Serve as the Leidos primary representative to the Government on all Enterprise Service Desk related matters for the NMCI. •Develop procedures that support execution of Service Desk activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements. •Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices. •Ensure the delivery of on-site base/post/station technical support and incident resolution to all NMCI end user bases. •Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the NMCI Incident Management System for all incidents assigned by the Service Desk. •Establish functional lines of support, communication, and authority between NGEN-R program leadership, Leidos, and Navy Enterprise Network (NEN) customers. •Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge and profitability based on Service Desk performance metrics. •Define, manage and maintain Service Level Agreements (SLAs) for each service in the Service Catalog. •Establish KPI metrics, reports and goals that are aligned with the long-term strategic direction of the DON ensuring customer service and productivity levels are achieved. BASIC QUALIFICATIONS: •Bachelor's degree with 12+ years of overall relevant experience with 8+ years of specific experience managing or leading Service Desk tasks for a large scale Enterprise Service Desk. •Demonstrated experience with Commercial Off the Shelf ITSM suites such as BMC Remedy, ServiceNow, or HP Service Manager. •Demonstrated experience implementing service improvement processes in response to performance metrics or service level agreements. •Demonstrated experience leading, directing, and evaluating task execution and performance exercising latitude and independence of the team to implement solutions as expected. •Currently possess Information Technology Infrastructure Library (ITIL) V3 or ITIL Service Desk certification. •Currently possess a DoD Secret security clearance or higher. PREFERRED QUALIFICATIONS: •Prior Navy NGEN or NMCI Service Desk Management experience. •Prior Navy ONE-Net experience. •Experience managing large enterprise Service Desks supporting 100,000+ users. •Helpdesk Institute Certifications. •Information Technology Infrastructure Library (ITIL) V3 or ITIL Service Desk certification.

External Referral Bonus:

No

Potential for Telework:

No

Clearance Level Required:

Secret

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Manager

Job Family:

Field Operations

2000

Defense & Intel

Leidos

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 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. 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

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

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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