Description
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Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
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Leidos is hiring a customer-oriented Air Force Element Customer Support Lead to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD, Joint Base Anacostia-Bolling, DC, and the Pentagon. The successful candidate will assist the Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.
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The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation.
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Primary Responsibilities:
- Serve as primary subject matter expert for Air Force Element (AFELM) users within the Air Force District of Washington (AFDW)
- Understand how to provide reach-back Air Force Information Technology (IT) services to AFELM users
- Work in collaboration with AFDW staff to gain efficiencies in providing IT services for AFELM personnel
- Develop a strong, long-term relationship with AFDW staff, AFNCR IT Service providers, and AFELM users through consistent communication, understanding their business needs, and acting as a trusted advisor.
- Monitoring IT service delivery against agreed-upon SLAs. Identifying and addressing performance issues proactively. Communicating performance results to the client and ensuring accountability for service quality.
- Effectively address and resolve client complaints and concerns in a timely and professional manner. Escalating complex or critical issues to the appropriate teams within the IT organization to ensure swift resolution.
- Continuous Improvement - Develop strategies to enhance IT service stability and minimize disruptions.
Basic Qualifications:
- Must have a full DoD Secret Clearance at start.
- BS degree and 12 years of prior relevant experience. May have additional years in lieu of degree.
- Excellent written and verbal skills
- Demonstrated conflict resolution skills
- Two years of experience in customer relations or user experience
- Experience in IT Service Management (ITSM) - Prior experience in problem management, incident management, or IT operations.
- Analytical & Troubleshooting Skills - Ability to conduct root cause analysis and implement long-term solutions.
- Communication & Stakeholder Management - ability to coordinate with IT teams, leadership, and external vendors.
- Technical Proficiency - Familiarity with IT infrastructure, networking, and enterprise systems.
Preferred Qualifications:
- ITIL certification is highly preferred.
- Knowledge of ITIL Framework - Understanding of ITIL best practices, particularly problem and incident management processes.
- Strong organizational skills
- Process Improvement Expertise - Experience in optimizing IT workflows and reducing recurring issues.
- Use of ITSM Tools - Proficiency in platforms like ServiceNow, BMC Remedy Jira, or other problem management systems.
Original Posting:
June 20, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $101,400.00 - $183,300.00
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.