Description
Job Description:
Looking for an exciting opportunity to make an impact as a Tier I – Technical Lead?
1901 Group (A Leidos Company) has an exciting Tier I – Technical Lead position located in Norfolk, VA with opportunities to work remotely.
POSITION SUMMARY:
Our new Tier I – Technical Lead will oversee and manage all processes and tickets that go through a 24 x 7 Service Desk.
PRIMARY RESPONSIBILITIES
• Oversee and manage all processes, personnel, and tickets handling that go through 24x7 Service Desk, Including Request
• Take broader ownership and accountability for the Incident Management process across the IT Solutions team and be a key stakeholder for the process development in ticketing system (HPSM)
• Develop and measure service level objectives for the entire Service Desk Organization, ensure they are communicated and met across the organization and manage resources to meet those objectives.
• Develop and enforce escalation processes to ensure timely response and utilize escalation information to help determine root causes of recurrent issues.
• Lead Outage review meetings to determine lessons learned, provide root cause analysis and corrective steps moving forward.
• Use data-driven decision-making to analyze the performance of Service Desk activities. Advise and deliver solutions that enhance the quality of service and prevent future problems.
• Highlight support trends to IT service owners to reduce the total volume of incidents and requests.
• Facilitate the creation of documentation, processes, and procedures that ensure team members can deliver to expectations and meet objectives.
• Develop KPI's, create feedback mechanisms, and reporting methodologies that drive data-informed decision-making.
• Establish and maintain strong working relationships and partnerships with other technical teams, vendors, and end-users to build alignment and consensus.
• Position team toward delivery of Enterprise metrics.
• Monitor adherence to schedules.
• Assist with training sessions and performance progression.
• Track agent performance and assist manager with ticket analysis.
• Research mishandled tickets that get sent back to the team.
• Assist with training sessions and performance progression.
• Prepare for, lead, and follow-up on technical training sessions.
• Track agent performance -Assist Supervisor with ticket analysis.
• Research mishandled tickets that get sent back to the team.
CLEARANCE REQUIREMENT:
• Must have Secret Clearance to start on the program or able to obtain a Secret clearance prior to start. (Interim Secret clearance acceptable to start)
BASIC QUALIFICATIONS:
• High School Diploma or equivalent with 2+ years of professional experience with 1+ years of progressive experience in a Service Desk environment
• DoD 8570 Certification required: A+, Network +, or Security +
• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
• Familiarity with Service Desk/Call Center metrics
• Knowledge of Knowledge Management Systems and appropriate documentation to the system
• Experience in customer facing role either remote or face-to-face
• Excellent verbal and written communication skills
• US Citizenship required
Who Are We?
1901 Group (A Leidos Company) prides itself on looking ahead of our competitors for the next wave of IT trends. We provide our employees with training and development opportunities, preparing them for upcoming technical challenges.
With primary office locations in Blacksburg and Reston, VA, our teams support customers from across the United States. Our innovative IT as-a Service delivery model is supported by industry certifications that ensure quality and efficient IT solutions.
We are transforming the delivery of IT services through the use of enterprise managed services that leverage the cloud to securely monitor, manage, and optimize complex IT environments.
The history of automation is what inspired the name of our company. 1901 was the year that another disruptive technology changed the world: the assembly line. Leveraging skills and materials in an efficient manner within a repeatable process that quadrupled output applies to IT services today.
Pay Range:
Pay Range - -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.
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.
