Description
Job Description:
The 1901 Group has an opening at our customer’s location in Silver Spring, MD for a highly motivated Service Desk Manager (SDM) who will be responsible for leading a team of analysts supporting an agency’s IT Service Desk. The SDM is responsible for the day-to-day operations of the service desk and ensuring processes and procedures are in place for effective and efficient operations in support of our customer.
This position is based in Silver Spring, MD.
Primary Responsibilities
- Reporting to the PM, oversee the day-to-day activities of the IT Service Desk to ensure users receive required support in a timely manner
- Maintain awareness of ongoing performance against SLAs
- Lead, coach and manage the service desk team made up of Tier 1 thru Tier 4 analysts operating both on-site at the customer location and from our remote operations center.
- Develop, document and continuously refine service desk operating processes and procedures to drive improvements for more effective and efficient operations.
- Monitor, measure and report on performance against SLAs and KPIs.
- Deliver scheduled and ad-hoc Service Desk reporting to management
- Assist with managing IT projects that leverage Service Desk staff.
Basic Qualifications
- Experience managing teams and projects
- Strong communicator both written and verbal with ability to communicate up through Sr. Leadership.
- Excellent time management skills
- Experience using an Automated Call Distribution solution for routing of calls and reporting.
- Experience with ITSM ticketing solution preferably ServiceNow.
- B.S.\B.A. in related field and 4 years professional experience in a related field
- Ability to achieve a public trust clearance.
Preferred Qualifications
- Experience with ServiceNow.
- Knowledge of ITIL framework.
Pay Range:
#Remote
Covid Guidance
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. 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® 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 $13.7 billion for the fiscal year ended December 31, 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.
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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.
