NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.
At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.
Leidos is seeking a Queue Manager to support Field Services as one of the key members of the Service Desk team. The candidate will be responsible for ticket assignment, audits, and reports.
Responsible for lifecycle ticket management in support of Field Services operations
Meet Service Level Requirements (SLRs) for incident tickets
Monitor Field Services queues and assign appropriately
Ensure proper assignment of tickets
Re-assign the tickets that are out of scope of Field Services to the appropriate queue
DoD Secret Clearance
High school Diploma or General Equivalency Diploma (GED) and 2+ years of experience
Must demonstrated expertise in managing queues
Excellent oral and written communication skills
Understanding of IT Service Management concepts
Detailed knowledge of ticket lifecycle management
Organized and detail-oriented
Strong collaboration, prioritization, and adaptability skills
Ability to manage and prioritize tickets
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Secret
Scheduled Weekly Hours:40
Job Family:SCA Systems 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 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. 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.