Help Desk Manager

Description

The Leidos Digital Modernization sector has an opportunity for a Help Desk Manager supporting Air Force users in the National Capital Region. 

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Leidos Digital Modernization sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. 

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Leidos Digital Modernization sector is seeking a Help Desk Manager at Joint Base Andrews, MD in support of the AFNCR IT Services program. The Help Desk provides network assistance and technical support to resolve user incidents, service requests, communications, computer, voice, network faults and outages, and incident resolution support. The Help Desk triages, isolates, and resolves/escalates IT related issues based on the criticality of the incident, problem, or service level of the customer.  The Help Desk Manager is responsible for overseeing the performance of the Help Desk team of technicians and implementing/enforcing processes to ensure SLA/metric data satisfies contractual requirements in a structured environment. 

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), other locations, leased spaces, and alternate sites. The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

The Challenge:

• The Help Desk Manager oversees all Tier 1 technicians, analysts, and specialists providing technical support to all AFNCR customer requests and inquiries.

• The Help Desk Manager shall recommend improvements to processes supporting Platinum, Gold, and Silver Customer Service Levels.

• Directs staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.

• As part of the management team, responsible for hiring, training, and managing Help Desk staff.

• Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.

• Help Desk Manager shall be on site for minimum of 40 hours during Help Desk hours of operation (0600-1800 hours Monday through Friday) and available 24/7/365 within 2 hours to meet with the COR on site.

• Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems.

What Sets You Apart:  

• Requires a Bachelors degree and 5+ years of prior relevant experience or Masters with 3+ years of prior relevant experience, additional relevant training, certification, and/or years of experience may serve in lieu of a degree.

• 4+ years of experience supervising or leading teams or projects., and a minimum of 4 years of experience managing help desks supporting approximately 10,000 customers and integrating service providers for a blend of basic and premier customers. 

• Currently possess an active DoD Secret security clearance with the ability to obtain a Top Secret level clearance.

• Must have experience supporting a large scale enterprise wide customer base with multiple service level tiers (10,000+ users).

• Must possess knowledgeable specific to Help Desk SLA’s.

Additional Qualifications You May Have:

• Military experience and comfortable working with Senior Military Leaders.

• Certs- Security +CE certification and ITIL Framework.

• Excellent written and verbal communication skills and excellent customer service skills.

• Ability to obtain a Top Secret clearance.

Original Posting Date:2024-03-15

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 $78,000.00 - $141,000.00

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.