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Job #: R-00011605
Location: Cleveland, OH
Category: SCA Customer Service
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Civil

Description

Job Requisition:

Lead Technician/Queue Manager (Glenn Research Center; Cleveland, OH)

Job Description:

More About the Role:
Leidos currently has an opening for a Lead Tech/Queue Manager. You will serves as an escalation point providing solutions to challenging customer issues regarding hardware and software support/repair or installation. This is an exciting opportunity to use your experience helping the NASA/NEST mission. In this mission we provide end user computer, mobile and print support to NASA customers across the country.

What You'll Get to Do:
-Responsible for reviewing incoming incident tickets from the Tier 1 and Tier 2 teams to ensure the issue is properly documented and that initial troubleshooting processes have been followed.  
-Assigns incoming tickets to field technicians to ensure efficient resolution of customer issues.
-Work independently to ensure the day-to-day operational activities are performed within the contract service level agreements.
-Serve as the coordinator for implementing new project solutions at the client site.  
-On a regular basis you will communicate with clients, other field techs and senior technical personnel to develop solutions to technical problems.  
-Works closely with the Service Delivery Manager, Center Service Delivery Lead, Center Operations Manager to ensure awareness of complex/critical issues at the Center.
-Other duties as assigned.

You'll Bring These Qualifications:
-Requires a High School Diploma 2-4 years of relevant experience.
-Must be able to obtain a Public Trust Clearance.
-Prior experience in an Information Technology support role.

Preferred Qualifications:
-Proven written and oral communication skills.
-Experience interacting with senior level managers and customers.
-Experience working in a fast paced environment with competing priorities.
-Prior queue management background.
-Service Now experience.

External Referral Bonus:

Ineligible

Potential for Telework:

No

Clearance Level Required:

Public Trust

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

SCA Customer Service

2000

Civil

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 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.

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 spam.leidos@leidos.com.

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.

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