The Leidos Defense Group has a career opportunity for a Service Desk Lead, based at Djibouti, Africa.
Are you interested in continuing your career in CJTF HOA/AFRICOM in a mission focused environment?
Leidos has established and upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement CJTF HOA/AFRICOM’s mission objectives.
Leidos has an excellent opportunity for an experienced, self-directed, Service Desk Lead.
This position is in support of a Department of Defense (DoD) organization, CJTF-HOA located OCONUS in DJIBOUTI, Africa.
This position is required to travel OCONUS.
The Service Desk Lead will supervise and provide technical expertise to Service Desk Technicians.
Responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network.
Lead the team in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.
Develop standards and procedures that provide for efficient operation of the infrastructure services and systems.
Create and maintain systems documentation and SOPs.
Responsible for thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases.
Supervise a large team, multiple teams, or team leads including scheduling and delegating duties and tasks within the team or across multiple teams.
Ensure proper monitoring of systems or support requests is implemented for optimal uptime, customer service, and support.
Actively monitor and report on systems to track achievement of Critical Success Factors (CSF)Monitor to ensure tickets are addressed within identified CSFs and in alignment with ITIL best practices.
Oversee changes within the environment to ensure proper procedures are followed.
Act as a mentor to members of the Service Desk team and provide direction.
Responsible for employee actions including performance management and development.
Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity.
They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.
More About the Role:
The successful candidate must be able to communicate clearly and succinctly both written and orally, have strong leadership skills, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
Lead service desk technicians as the primary point of contact between the user and the service in performance of event, incident, problem, or request. Change Management functions. Enhanced Trusted Agent support and multi-factor authentication support for 24x7x365 operations. Operate and manage service desk capabilities. Lead/run the incident management process from recording to final incident closure. Operate and manage remote access capability. Support exercises as needed.
Additionally, the SA will provide remote support and/or travel to customer servers and sites as required.
The ideal candidate will have experience maintaining and supporting network devices consisting of primarily Cisco routers and switches.
Using this knowledge the system administrator will be successful in providing necessary administration and maintenance support of this system.
Must hold an active Secret Clearance and be able to maintain.
BA/BS + 4-8 years relevant experience or additional relevant experience in lieu of degree.
Microsoft Certified Systems Administrator (MCSA): Windows 10/Office 365 certification.
CompTIA Security + (IAT Level II or greater), current.
ITIL v3 - Foundation.
Automation using Microsoft PowerShell, VBScript, or batch files.
Adaptable to changing circumstances and operational needs.
Experience working with and supporting Cisco Routers and Switches.
Experience with DoD IT security requirements.
Understanding of Department of Defense Military standards.
Experience working with Remedy, Activity Directly, MIN’s, Defense enterprise Provisioning Online (DEPO).
Dameware, Enhanced Trusted Agent (ETA) and the Account Services Desk/Enterprise Service desk (ASD/ESD).
Experience working in a CJTF.
External Referral Bonus:Eligible
Potential for Telework:No
Clearance Level Required:Secret
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Systems Administration
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.