Video Teleconference/Senior Tier 2 Support Specialist

Description

Leidos is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive secure development of IT integrations, concepts, and designs across the CMS enterprise and integrate end-user computing devices, conference room technology, infrastructure hardware and software, and user applications into a streamlined and seamless experience across the CMS user base. We foster a positive end-user experience while ensuring protection of the data.

As a Video Teleconference/Senior Tier 2 Support Specialist, you will provide on-site and remote supports for unified communication and virtual teleconference tools. You will provide support for all CMS conference rooms, to include installation and maintenance of conference rooms, digital signage and associated peripheral. You will be responsible for operations to support Large Conference Facility, including Auditorium, Multipurpose Room, Media Center. In addition, you will provide senior-level support as directed, to include but not limited to computer workstations, printers, peripherals, and teleconferencing equipment.. This position requires strong analytical judgment, technical leadership, and customer engagement skills, with the ability to influence outcomes, improve processes, and contribute to evolving product capabilities.

• Provide technical leadership in the management, operation, and optimization of complex AV/VTC systems, ensuring high availability and performance of enterprise collaboration environments.
• Oversee and coordinate operations of large conferencing facilities, including event strategy, system configuration, testing protocols, and real-time issue resolution.
• Lead planning and execution of high-visibility events, including scheduling strategy, dry runs, stakeholder coordination, and post-event analysis.
• Manage day-to-day VTC operations, including setup up, testing, and monitoring video conferences and large-scale, high-profile meetings.
• Serve as a subject matter expert (SME) to diagnose and resolve advanced hardware, software, and integration issues, applying root cause analysis and implementing long-term solutions.
• Drive continuous improvement initiatives by identifying process gaps, recommending enhancements, and standardizing best practices across Tier 2 support operations.
• Provide strategic guidance to customers and stakeholders on collaboration technologies, ensuring optimal user experience and alignment with business needs.
• Provide support for lead up to event to include but not limited to event scheduling, dry run coordination, event scheduling configuration (unique or not), dissemination of conference appointment information including conference link, instructions, etc.
• Contribute to product evolution, including testing new features, evaluating vendor capabilities, and providing feedback to product development teams.
• Oversee lifecycle management of VTC systems, including installation, upgrades, maintenance strategies, and vendor coordination.
• Support remote configuration, troubleshooting, operation, etc. as needed.
• Oversee the maintenance, installation, and upgrades of VTC equipment, including camera, microphones, and control systems.
• Monitor service performance metrics (KPIs, SLAs, customer satisfaction), analyze trends, and implement corrective actions to improve service delivery.
• Lead and mentor Tier 2 staff, providing coaching, performance feedback, and technical guidance to elevate team capability and consistency.
• Ensure that tickets are assigned to the optimal resources to ensure timely resolution.
• Provides thought leadership for team management - identifying process gaps and ensuring consistent standards across teams.
• Responsible for Customer Satisfaction and Net Promoter score analysis and recommending corrective actions where appropriate.
• Ensures team compliance with processes and adherence to stated KPI's.
• Be an advocate for the Customer, coaching team members to deliver an exceptional experience reflecting empathy and urgency for any struggles our Customers may face
• Create, track and manage the operational performance with the utmost sensitivity to the Customer's experience and needs covering all product lines
• Oversee daily stand-up calls and team meetings to ensure all team members are engaged, informed and collaborating to achieve defined goals/OKRs
• Handle time-sensitive situations with a calm and professional demeanor
• Develop and implement a quality framework, provide timely feedback to junior staff and develop training or development plans to address learning opportunities
• Provide input to help track and report recurring product and vendor performance trends, escalating these insights when needed
• Create and execute a robust team training and development plan to grow and retain talent
• Provide regular performance evaluations to team members, elevating performance and supporting career growth and retention
• Drive a positive service culture by utilizing reward and recognition programs.
• Design, document and implement new service offerings to meet project requirements.
• Performs other duties and/or projects as assigned.
• Review each technician's assigned tickets to ensure all customer SLA requirements are met.
• Mentor technicians with most effective troubleshooting techniques/tools, ticket management, time management and customer service.
• Review, flag and update ServiceNow Knowledge Base Articles for both Service Desk and Tier 2 that correlate with the processes used in the environment.
• Establish and maintain operational frameworks, including knowledge management, documentation standards, and process asset libraries.
• Identify potential severities in real-time based on influx of tickets, call queues and feedback from team.
• Develop reporting and dashboards to communicate operational health, risks, and performance insights to leadership.
• Drive a customer-centric service culture, ensuring responsiveness, accountability, and continuous improvement in support delivery.
• Exercise independent judgment in prioritizing work, managing escalations, and balancing competing operational demands.
• Relay all necessary communications, announcements, and information to technicians as necessary.
• Address each technician's timesheets, validating hours are entered on-time and are accurate.
• Will have direct reports

• Minimum 3 - 5 years of progressively responsible experience supporting and managing AV/VTC technologies in an enterprise environment.
• Demonstrated expertise with platforms such as Neat, Cisco, Poly/HP, and Crestron.
• Advanced knowledge of collaboration tools including Microsoft Teams, Zoom, and Webex.
• Strong proficiency in Microsoft technologies, including Microsoft 365 and enterprise system environments.
• Demonstrated ability to analyze complex technical issues, determine root causes, and implement scalable solutions.
• Experience installing, configuring, and troubleshooting hardware, software, and peripherals.
• Proficient in the elements required in implementing software applications including application installation and configuration, determining business requirements, data initialization, data migration, and system integration/data interface.
• Proven experience leading technical initiatives, mentoring staff, and influencing operational outcomes.
• Demonstrated ability to work independently to perform responsibilities effectively and efficiently.
• Demonstrate strong analytical and problem-solving skills.
• Strong communication skills with the ability to translate technical concepts for diverse audiences.
• Aptitude and enthusiasm for learning and teaching new technologies.
• Ability to perform all tasks of lower-level technicians is a must.
• Ability to multitask and follow escalation procedures
• Ability to establish and maintain productive working relationships with all levels of staff and the customer.
• Experience with ITSM tools (e.g., ServiceNow) and performance metric management.
• Ability to operate independently, prioritize effectively, and manage multiple high-impact activities simultaneously.
• Must be able to obtain and maintain a public trust clearance