More About the Role:
Leidos is looking for a Service Delivery Lead at the Johnson Space Center (JSC) in support of the NASA End-user Services & Technologies (NEST) contract. Responsible for planning, organizing, securing and managing resources to bring about the successful completion of specific program goals and objectives. Duties may include ensuring that all functions run within scope, time and budget constraints. Interfaces with task and functional leaders, subcontractors, and support personnel.
The Center Service Delivery Lead position services as the primary day to day supervisor of all compute, mobility, and print service delivery tasks at your assigned site(s). This includes managing incident and service requests, ticket queues and staff assignments.
What You'll Get to Do: -
-Lead a team of technicians and equipment operators to successfully meet end user IT service level agreements.
-Interact daily with subcontractors performing end user desktop, mobile and print services.
-Serve as Initial escalation point for customers regarding service issues/questions.
-Review tickets in Service Now to ensure service is delivered within the agreed upon time frames.
-Work with subcontract vendors to ensure staffing levels are maintained at the Center, review resumes, conduct interviews and approve new subcontract hires.
-Interact with Enterprise Service Delivery Manager and Center Operations Manager to escalate customer/performance/staffing issues.
-Interact Center Technical Manager (CTM) and other government points of contacts.
-Provide monthly reporting on Center metrics, discuss with CTM any exceptions to monthly metrics
-Other duties as assigned.
You'll Bring These Qualifications: Requires a Bachelor’s Degree and 4-8 years of prior relevant experience. Must be able to obtain a Public Trust Clearance.
These Qualifications Would be Nice to Have:
-Proven written and oral communication skills.
-Previous experience leading a large group of subcontractors to deliver IT services.
-Experience interacting with senior level managers and customers.
-Experience working in a fast paced environment with competing priorities.
Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. Effective January 18, 2022, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
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, civil, and health markets. The company’s 43,000 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.