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.
-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.