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 Site Manager to support the Service Desk in Boise, ID as one of the key members of the Service Desk team. The candidate will be responsible for oversight of site-specific Service Desk activities and service delivery, including day-to-day operational posture, continuous improvement processes, and review of key performance indicators (KPI).
Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met, to include Service Level Requirements (SLRs) and service delivery goals at the team and Enterprise level
Plan, direct, and monitor performance improvement activities of the team
Act as liaison between operations and delivery teams at the site level
Provides oversight and general guidance for multi-functional operational teams
Establish relationship with internal customers and other functional managers
DoD Secret Clearance
BS degree and 8-12 years of prior relevant experience. Will accept HS diploma with 10-15 years of prior relevant experience in place of degree
Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification
Must demonstrated expertise in managing to call center metrics
Excellent customer service skills
Excellent oral and written communication skills
Organized and detail-oriented
Strong peer mentoring and leadership skills
Strong collaboration, prioritization, and adaptability skills. Relationship building
Ability to manage and prioritize own work
Independent decision making
Analytical thinking; thinking out of the box
Ability to effectively communicate with all organizational levels (SME to Senior Management)
Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.)
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:Secret
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 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.