Leidos are a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.
Are you an Application Support Team Lead or application support analyst looking to make that next step? Do you have experience working with customers bespoke systems? If you have a passion for outstanding support, investigating and resolving incidents and a keen focus on customer support and customer satisfaction then working for Leidos is the career move for you.
Due to continued growth, we have a requirement for Shift Supervisors to join our 24x7 support team. The shift pattern for these roles will be 4 days on and 4 days off covering both day and night shifts. Due to the nature of this role Security Clearance will be required so you must hold or have the ability to achieve Security Clearance.
The Shift Supervisor will be based out of our Farnborough office to manage and be part of a team providing 24x7 support to bespoke applications.
You will be responsible for the management of a team of application support analysts, as well as being part of the technical support team. You will be expected to provide an excellent customer experience when supporting newly developed bespoke applications, utilising DevOps tools to provide second line support.
As part of your supervisor role, you will also be expected to work with your direct reports as part of standard Leidos processes such as annual reviews, training and development plans and regular 121s. You will also be the point of contact for your team when working with the Senior Software Engineering Manager. Please note that travel to our site in Croydon may also be required on occasions in line with business requirements.
Lead the support team in the provision of application support and maintenance services;
Support the Service Delivery Manager and Senior Software Engineering Manager in implementing company strategy throughout the application support team;
Support and maintain customer relationships and act as SPOC for the application support team;
Manage and communicate capability offerings to the Service Delivery Manager and Senior Software Engineering Manager;
Ensure that skills within the application support team are kept relevant to changing technologies of which customers take advantage throughout their service term.
Liaise with customers to resolve application support issues;
Work with newly built applications on new technology stacks;
Create and maintain detailed service support documentation relevant to the customer applications where required;
Provide support and maintenance services for bespoke customer applications;
Be responsible for critical applications and take Ownership of Incidents and Service Requests raised by the customer;
As part of the support team, work within defined SLA’s ensuring customer SLA’s are aligned to and avoiding SLA breaches;
Proactively work closely with other support and development teams within Leidos;
Identification of continual service improvement initiatives as part of application support team;
Possess expert knowledge of specific applications and provide training for other members of the AMS team in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties;
Take ownership of problem records to identify root causes, workarounds and solutions;
Recruitment and Selection
Work with the Service Delivery Manager and Senior Software Engineering Manager to define staffing requirements and position descriptions;
Work with the Service Delivery Manager and Senior Software Engineering Manager to ensure the selection criteria is clearly understood and appropriate assessments are in place;
Provide meaningful feedback on all candidates shortlisted and not shortlisted;
Participate in applicant interviews;
Encourage internal staff to apply for open positions aligned to their strengths and /or career aspirations;
Provide feedback on how to improve efficiency and effectiveness.
Promote the company and team values then support the team putting them into action;
Represent the team by ensuring their feedback, views and interests are filtered to the right forums;
Identify and present initiatives to improve employee engagement, productivity, costs and/or work practices to the Senior Software Engineering Manager.
Develop and maintain a high performing team to meet the sector and program objectives;
Foster a spirit of teamwork and unity amongst the team;
Keep staff informed of company, department, sector and team activities;
Empower staff to take responsibility for their jobs and commitments;
Develop Career development plans for all staff;
Coach, mentor and / or performance manage as and when required;
Encourage open and honest communication;
Manage compliance to processes and other corporate obligations e.g. Timesheets, training;
Hold staff accountable for their performance and their contribution to making Leidos a great place to work;
Maintain a training plan for staff;
Support new staff to get up to speed and integrate to the team;
Energise the team an maintain high morale in a high change, fast paced environment;
Maintain succession plans for all key roles;
Create an innovative culture that thrives on problem solving;
Provide regular meaningful positive and constructive feedback to staff.
Required Skills and Fit:
Working knowledge of Linux is essential;
Understanding of ITIL processes and their importance in a support environment with specific consideration to incident, problem, change and release management is essential;
Experience of working with application monitoring and management tools;
Understanding and working knowledge of cloud based technologies;
Experience of working in a DevOps/Agile environment is preferential, but not essential;
Excellent communication skills (oral and written), including the ability to listen effectively;
Ability to translate technical issues into user friendly language;
An excellent team player;
Previous staff management experience is preferential, but not essential;
Strong self-awareness , and a capacity to reflect on own practice and to learn from mistakes;
Proven organizational and planning skills.
What do we do for you?
We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent.
Our reward scheme includes:
Contributory Pension Scheme
Private Medical Insurance
33 days Annual Leave (including public and privilege holidays)
Access to Flexible benefits (including life assurance, health schemes, and cycle to work scheme)
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Other Clearance
Travel:Yes, 25% of the time
Scheduled Weekly Hours:37.5
Shift:24/7 12 Hour Shift Pattern
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 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.