Enterprise Help Desk Tier 1 Supervisor & Project Lead

Description

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 sustainably. 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.

Seeking an experienced Enterprise Help Desk (EHD) Supervisor/Project Lead to join the Mission Support Services (MSS) team. MSS is a shared service, internal investment group under the Digital Modernization Sector and the Repeatable Offerings organization, supporting multiple Service Desks and ServiceNow implementations for both Leidos and Federal Government customers. You will work closely with our customers and MSS teams, supporting both MSS operations and our customers through customer experience, user experience, agent experience and performance management initiatives and improvements. This position requires a broad skill set including experience leading projects, managing people, supporting Help Desk operations, collaboration across all customers and MSS teams, and independently executing/leading tasks to meet project objectives. This is a new position to support a fast-paced DoD program customer. This position includes leading an EHD team who will support end users utilizing a comprehensive, IT enterprise solution across multiple classification levels.

• This position will have direct reports and is a "hands-on" position working as part of a team at a facility in Lorton, VA.
• In-depth knowledge of commonly-used IT concepts, practices, and procedures within a Help Desk environment.
• Ability to effectively manage and prioritize multiple tasks/projects concurrently with minimal supervision.
• Understands and monitors EHD Service Level Objective (SLO) and creates key metrics reports for the Program and MSS Leadership.
• Manage day-to-day EHD operations, ensuring efficiency and adherence to best practices and program procedures.
• Supports process and operational tasks as needed for mission success. This includes:
  • Hire, train and coach the EHD Tier 1 team,
  • Train and coach EHD Tier 1 team on effective research, troubleshooting, and solution delivery methods,
  • Ensure team members stay up to date on existing services, updates, and changes across all classifications, and
  • Perform quality evaluations and formal reviews.

• Works to achieve day-to-day objectives consisting of typically routine tasks as well as implementation of new processes and support.
• Resolves routine problems and issues, with clearly prescribed solutions.
• Supports creation and editing of work documents (e.g. SOPs, IOPs, KBAs, training materials, etc.,) for EHD Tier 1 team and Program end users related to the ticketing system.
• Supervises the EHD Tier 1 team and provides support to end users on a variety of issues and account support.
• Enter EHD tickets accurately and grammatically correct in the EHD tools. Ensure team is compliant as well, evaluate quality and coach EHD Tier 1 team when necessary.
• Identifies, researches, and resolves technical problems for end users.
• Addresses customer escalations and works closely with Tier II, Tier III, application owners and others for quick customer resolution.
• Coordinates cross-tier integration to ensure consistent and repeatable processes.
• Travel to customer locations for training delivery or program required meetings.
• Works in a matrix and non-matrix reporting structure including receiving programmatic direction from various Leadership entities.
• Will require travel (Approximately 10%).

• Active DoD Top Secret/SCI (TS/SCI) or at least a TS clearance and the ability to obtain a SCI prior to start date.

• Bachelor's degree and a minimum of 4 years of prior relevant experience or master's degree with a minimum of 2 years of prior relevant experience. High school diploma with additional experience may be considered in lieu of degree.
• U.S. Citizen.
• Project lead and management experience, including managing a SD/HD team and providing performance feedback.
• Proven experience in Service Desk/Help Desk environments including deep understanding of SD/HD metrics.
• Proven experience working in ticketing systems and ability to analyze and improve SD/HD workflows, ticketing systems, and resolution processes.
• Ability to work independently and as part of a team.
• Excellent customer service, communication, organizational and technical skills.
• Strong formal Human Centered Design and User Experience (HCD/UX) skills to optimize service delivery and customer interactions.
• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.

• Experience with Air Force Life Cycle Management Center programs.
• Relevant certifications (e.g., PMP, ITIL, HDI, ServiceNow, JIRA, CompTIA, Microsoft Azure, etc.,)
• Expert user in ServiceNow ITSM and JIRA Service Management.
• Knowledge management experience including relevant certifications.
• Demonstrated ability to improve customer experience and/or operational performance through standardization or innovation.
• Demonstrated ability to solve problems or deliver solutions in creative, forward-thinking manner.