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.