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 Management Supervisor to support Field Services as one of the key members of the Service Desk team. The candidate will be responsible for providing day to day supervision to assigned Queue Managers responsible for ticket lifecycle management.
Plan, direct, and monitor operational/tactical activities of the team
Act as the Service Desk point of contact into the Field Services queue
Provide Subject Matter Expertise and technical leadership for queue managers
Act as chief point of contact for team members as a frontline escalation point regarding queue management issues
Responsible for staffing, performance feedback and coaching, and managing administrative duties for direct reports
DoD Secret Clearance
BS degree in Computer Science, Engineering, Business and 4 years of prior relevant experience. Will accept HS diploma with 6 years of prior relevant experience in place of degree
Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification
Demonstrated expertise in queue management administration
Demonstrated expertise in producing Enterprise level metrics and reporting
Excellent oral and written communication skills
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:Yes, 75%
Clearance Level Required:Secret
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 39,000 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.