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Job #: R-00002853
Location: Arlington, VA
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Top Secret
Referral Eligibility: Eligible
Group: Defense

Job Description:

The Defense Group at Leidos currently has an opening for a Desktop Support Executive Lead at the Pentagon with occasional site visits to Joint Base Andrews.

Job Summary:

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

Executive support is responsible for providing AF Senior Officers client sight service, repair and/or installation support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes, residential support and on call assistance.

Primary Responsibilities:

- Leads, motivates and guides IT service desk professionals to deliver excellent technical/non-technical customer support with outstanding customer service, satisfaction and continual service improvement.

- Provides direction and mentoring to service desk team members that are responsible for providing support to the most Senior Air Force officials.

- Effectively and efficiently plans, organizes, and manages all employees assigned to the specific task area. This includes:

1) Day-to-day administrative direction of contractor personnel;

2) Assignment of staff personnel in accordance with workflow requirements;

3) Establishment or improvement of procedures and controls, where necessary, to ensure that all services meet schedules and production standards.

- Leads a team of 12 desktop support technicians in developing new products, processes, standards or operational plans in support of the project/family.

- Responsible for hiring, firing, promotions and end of year reports as well as submitting techs for merit bonuses.

Basic Qualifications:

- Requires BA/BS or equivalent experience and 12+ years of prior relevant experience or Masters with 10+ years of prior relevant experience.

- Currently possess an active Top Secret DoD Security Clearance

- Currently possess a Security+CE certification

Preferred Qualifications:

- Military experience and comfortable working with Senior Military Leaders in a faced paced environment.

- Working knowledge of Remedy and building reports for SLA Management.

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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