To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00043158
Location: Huntsville, AL
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance: Top Secret
Referral Eligibility: Eligible
Group: Intelligence

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Description

Job Description:

The Deputy Customer Service Manager will serve as the backup to the Customer Service Manager who is responsible for overseeing the 24/7 Tier 1 personnel who monitor and support the FBI’s network circuits, systems, and server. The candidate will lead the team in troubleshooting and problem solving using on-the-job experience, documentation (SOPs), knowledge bases, and deployed network and IT management tools. The Deputy Customer Service Manager will manage shift schedules to achieve optimal coverage, addresses personnel issues that may arise from time to time, and maintains team morale.

Primary Responsibilities

  • Provide program oversight
  • Ensure day- to -day help desk and systems monitoring for all sites
  • Manage Tier 1 Service Manager incident queue
  • Work with Incident Manager in verifying the resolution of critical incidents
  • Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance
  • Ensure Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction
  • Understand and function within Service and Operation Level Agreements with customers
  • Interact with management to facilitate timely problem resolution
  • Work with Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures
  • Ensure Quality Control is done by analyzing HP Service Manager incident progression to improve customer service to meet and exceed customer expectations
  • Identify Performance requirements
  • Review and analyze metric reports and other supporting reports
  • Approve implementation of performance improvements

Basic Qualifications

  • BS in Computer Science or Computer Engineering or 5 years of relevant experience in relevant areas or related fields, have demonstrated experience in Help Desk Support Services
  • Knowledge of ITIL process and Industry best practices
  • Knowledge in the use of and application of metrics to increase efficiency and solve issues.
  • Experience leading teams
  • Demonstrated ability to effectively communicate verbally and in written form.
  • Independent worker who takes initiative to resolve critical incidents
  • Demonstrated ability to engage stakeholders and management to address critical incidents
  • Demonstrated ability to transcribe technical information into non-technical communication;

Preferred Qualifications

  • Technically proficient in FBI's IT environment
  • Strong working knowledge of computer networks, servers, and operating systems
  • Proficient in problem/incident management

External Referral Bonus:

Eligible

Potential for Telework:

No

Clearance Level Required:

Top Secret

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Customer Support

  

About Leidos

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 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. 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.

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