Job Requisition:Service Desk Manager
The Defense Group of Leidos has an opening for an Enterprise Service Desk Manager in the Montgomery, AL area, with the possibility of telework for the right candidate.
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 in support of the US Air Force ERP Common Computing Environment (CCE) program. The ERP CCE provides services in a Department of Defense (DoD) hosting environment—currently identified as the DISA (Defense Information System Agency) Enterprise Computing Centers (DECCs). At its core, ERP CCE will instantiate common services in a Government sourced environment to support multiple Oracle E-Business Suite (EBS) implementations (i.e. the three (3) Enterprise Resource Planning (ERP) applications—AF Integrated Personnel and Pay System (AFIPPS); Defense Enterprise Accounting Management System (DEAMS); and Maintenance, Repair and Overhaul initiative (MROi. 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 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.
Serve as the Leidos primary representative to the Government on all Enterprise Service Desk related matters for the ERP CCE. 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. Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the ERP CCE Incident Management System for all incidents assigned by the Service Desk. Establish functional lines of support, communication, and authority between ERP CCE leadership, Leidos, and three Air Force applications. 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.
- 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 Atlassian Service desk, 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.
DoD 8570 (Sec+ or higher)
- 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:Eligible
Potential for Telework:Yes
Clearance Level Required:Secret
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support1000Defense
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 firstname.lastname@example.org.
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