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 - $120,150.00The 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.
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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.
