To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00070839
Location: Colorado Springs, CO
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance: Secret
Referral Eligibility: Eligible
Referral Bonus Amount: $3000
Group: Defense

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Description

Job Description:

Leidos Enterprise & Cyber Solutions Defense team has an opening for an IT Problem and Queue Manager in our Colorado Springs, CO office.  Would you like to come to work on one of our largest Defense programs?

Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the commands enterprise Information Technology (IT) services. The Problem manager and Queue Manager is responsible for the management of all identified problems and will ensure that all deliverables are submitted within required timelines and assisting the Incident and Request Fulfillment Manager in providing oversight for all Incident and Request tickets. You must be able to work independently and be self-motivated.


This position will report directly to the Service Delivery Operations Manager.


What will you do in this role?

Problem Management
•    Proactively gathers, analyzes, and reports on ticket trends and other observations.
•    Conducts trending analysis and provide metrics reports to Leidos Management.
•    Provides creative and innovative ways to reduce outage time, reduce days to root cause determination, decrease problems due to changes, and improve management decision making.
•    Chair weekly or bi-monthly Problem Management meetings for Management, Team Leads, Technicians, and Customers.
•    Other duties as assigned.

Queue Management
•    Responsible for reviewing incoming tickets from the Tier 1 and Tier 2 teams to ensure the ticket is properly documented and that processes have been followed.  
•    Assigns incoming tickets to technicians within required timelines.
•    Ensures all tickets are completed within the contract service level agreements.
•    Possess ability to assume Service Delivery Manager role for short periods, which includes:
o    Attending Leidos and NNC meetings
o    Briefing Senior NNC leadership on open high priority tickets and ASI’s
o    Conducting Queue Management meeting for the N2NOMS program
•    Provides data for the monthly Incident Management report and other reports as requested by the customer.
•    Other duties as assigned.


These qualifications are required for the position...
•    Secret with the ability to obtain Active TS/SCI security clearance.
•    Bachelor's degree in a relevant technical discipline and 4+ years of overall related experience. 4+ years of additional related years of experience is accepted in lieu of a degree.
•    Experience with various Microsoft technologies such as MS Office 2013 and SharePoint
•    Experience designing and utilizing MS Excel Pivot Tables and Power BI to manage large data sets to provide clarity of information
•    Strong working knowledge of computer networks, servers, and operating systems
•    Good oral and written communication skills
•    DoD 8750 certification at IAT level II, Security+ce.
•    ITIL v4 Foundations

These qualifications are highly preferred, but not required...

•    Ticket Management System experience
•    Experience briefing Senior Leaders
•    Experience creating technical documentation
 

Salary Target: $80000

N2NOMS

Pay Range:

Pay Range $57,200.00 - $88,000.00 - $118,800.00

COVID Response

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. 

About Leidos

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.

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