Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient.
Our Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.
Our Homeland Security Solutions Operation is a leader in the integration, application, and advancement of information, technology, and services to address critical customer needs in protecting the homeland, responding to threats and disasters, enforcing and administering our laws, safeguarding cyberspace and securing our borders.
- Mission Cyber and Network Defense
- Intelligence and Linguistic Services
- Cargo, Baggage, Vehicle and Personnel Screening
- Human Capital Services
- Enterprise IT
- Complex Logistics
- Chemical, Biological, Radiological and Nuclear Defense
More About the Role:
The Homeland Security Solutions Operation within Leidos is looking for a Help Desk Manager to manage the performance of Level II and Level III services and ensure that service levels are achieved in support of a mission critical program supporting the Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP). PSPD supports the Department of Homeland Security (DHS) and CBP critical missions, specifically screening and processing travelers at the ports of entry (POEs) into the United States.
The Help Desk Manager is responsible for ensuring the Help desk level II staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
What You'll Get to Do:
The successful Help Desk Manager shall:
•Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
•Train, coach and mentor Service Desk Specialists (Level II) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
•Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage phone queues (participating in escalated calls as needed).
•Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional customer support or escalation.
•Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.
You'll Bring These Qualifications:
•BA/BS or equivalent experience with 5+ years of prior relevant experience or Masters with 3+ years of prior relevant experience.
-Generally has 2+ years of experience surpervising or leading teams or projects.
•5 or more years of experience managing IT service desk operations utilizing ITIL.
•Must be able to obtain and maintain a CBP background investigation.
•The ability to lead organizational transformation efforts and drive change while ensuring existing service levels remain consistent and high.
•The ability to interact with the CBP PSPD customer and foster a positive relationship with the customer.
•Demonstrated experience in leading a large scale organization consisting of multiple teams.
•Demonstrated experience developing and implementing effective training and communication strategies for a complex IT system.
These Qualifications Would be Nice to Have:
We value and support the well-being and mobility of our employees with competitive benefit packages, complementary e-learning training, work-life flexibility, an exciting External Referral Program, and a diverse, inclusive and ethical work place. In fact, in 2020, Leidos was ranked as one of the “World's Most Ethical Companies” by the Ethisphere Institute for the third consecutive year.
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Public Trust
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support
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
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.
Securing Your Data
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 [email protected].
Commitment to Diversity
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.