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-00086444
Location: Remote, US
Category: Customer Service
Schedule (FT/PT): Full Time
Travel Required: Yes, 10% of the time
Shift: Standard Plus On Call
Potential for Telework: Yes, 100%
Clearance: Secret
Referral Eligibility: Eligible
Referral Bonus Amount: $2,000
Group: Health

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Description

Job Description:

Leidos is seeking a candidate to lead the Service Desk team is support of the Defense Casualty Information Processing System (DCIPS) in a telework environment. DCIPS is a web-enabled database which processes casualty and mortuary affairs reports, provides case management of casualties, and allows for interactive exchange of data between military services’ CMA Offices, their regional centers, and the military commanding units responsible for the reporting of service member casualties.

We are looking for a qualified Service Desk Manager to join our team. You will be responsible for leading the DCIPS Service Desk Team to provide excellent customer service, resolve all technical issues, and ensure continuous training improvement of technology and services in support of the DCIPS application. As a Service Desk manager, you should have a solid technical background combined with 5 years of customer service experience, call center management, and orchestration of customer service technologies. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction with proven track record in meeting customer Service Level Agreement (SLA).

Due to federal contract restrictions, candidate must be a U.S. citizen and able to obtain a Secret Security Clearance

Primary Responsibilities

  • Acts as a lead in providing DCIPS application operations guidance and consultation, utilizing a thorough understanding of applicable technology, tools and existing designs.

  • Analyzes highly complex business processes, procedures, designs and writes technical documentation to support complex DCIPS platforms and applications services.

  • Monitors overall systems testing and the migration of platforms and applications to production.

  • Assigns development of new documentation, DCIPS operations support technical procedures and user guides.

  • Manage the help desk team and evaluate performance

  • Recruit, train and support help desk representatives and technicians

  • Set specific customer service standards

  • Establish best practices through the entire technical support process

  • Follow up with customers to identify areas of improvement

  • Develop daily, weekly and monthly reports on help desk team’s productivity

  • Provide customer feedback to the appropriate internal teams

Basic Qualifications

  • BSc degree in Computer Science, Information Technology or relevant field

  • Five years proven work experience as an Operations Support Center or Help desk manager

  • Hands on experience with help desk and remote-control software

  • Solid technical background with an ability to give instructions to a non-technical audience

  • Customer-service oriented with a problem-solving attitude

  • Excellent written and verbal communications skills

  • Team management skills

  • Experience with technology deployment with in a help desk/service support implementation

Preferred Qualifications

  • Experience with the ServiceNow application.

  • Master’s degree in Computer Science, Information Technology or relevant field

Naval Health West - NHW

Naval Health East - NHE

Pay Range:

Pay Range $57,850.00 - $89,000.00 - $120,150.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#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.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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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