Deskside Support Manager

Leidos•Washington, DC

23h•$82,550 - $149,225•Onsite

About The Position

Looking for an opportunity to make an impact? 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. If this sounds like the kind of environment where you can thrive, keep reading! The Digital Modernization Sector brings together our digital transformation and IT programs, allowing us to better serve our customers through scale and repeatability. (Group Profile/Link to Group page) - https://www.leidos.com/capabilities/digital-modernization Your Next Great Adventure Awaits! Leidos has an opening for a Deskside Support Manager on the ESA V program. ESA V is an IT Services program supporting the Department of Justice. The program provides a range of IT services, including help desk, desk side support, Windows workstation engineering and maintenance, ServiceNow ITSM, Active Directory services, and video conferencing, among others. If this sounds like the kind of environment where you can thrive, keep reading! Primary Responsibilities Include: Ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice. Performing at the customer site in Washington, DC, the Deskside Support Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services. Leading a team of 10-15 Deskside Support technicians that supports a wide range of customers across two facilities in the Washington DC area, and three remote field locations. The Desk Side team is responsible for providing Tier-2 and Tier-3 end-user services and technical support, and acts as a vital link between our off-site Tier-1 Service Desk and our System Engineering and Operations groups. The Deskside Support Manager may travel between two sites within the local Washington, DC, area to interface with customers and to manage the staff. In addition to direct supervision of the desk side staff, the individual selected for this position will be responsible for interfacing with the Tier 1 Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff. Additionally, this person is expected to manage escalation and hand-off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs). Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details as well as Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions. Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity. Establish a meeting rhythm with the customer End-User Service lead on a weekly basis at the minimum. Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions. Delver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team. Develop or generate ticket queue metric reports from ServiceNow, tracks the teams assignments and drives incidents and request tickets to closure. Must provide timely responses to the customer and Leidos email data calls and requests. Responsible for hiring, employee recognition, and overall team performance. Addresses employee performance concerns and engages the Leidos PM when required.

Requirements

Bachelor’s Degree BS degree and 10+ years of prior relevant experience OR Masters with 6+ years of prior relevant experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree.
Prior Leadership experience.
A strong IT services background, with past experience providing day-to-day IT services both as an individual contributor and as a leader.
A thorough understanding of how to manage a team of technicians supporting multiple diverse end-user systems while meeting Service Level delivery targets.
Excellent written and verbal communications skills.
Ability to multitask and function in a quick-paced environment.
Experience leading organizations performing IT Operations.
Strong experience with service, incident, and problem management.
Demonstrated experience with a modern service ticketing system such as ServiceNow.
Ability to obtain and maintain a public trust security clearance.
U.S. Citizen.
Above all, this person must have a customer-first attitude and be willing to go the extra mile to make sure the services delivered are provided with the highest possible quality levels and under an appropriate sense of urgency.

Nice To Haves

Past experience with the Department of Justice.
Experience supporting organizations involved in litigation.
ITIL certification.

Responsibilities

Ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice.
Performing at the customer site in Washington, DC, the Deskside Support Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services.
Leading a team of 10-15 Deskside Support technicians that supports a wide range of customers across two facilities in the Washington DC area, and three remote field locations.
The Desk Side team is responsible for providing Tier-2 and Tier-3 end-user services and technical support, and acts as a vital link between our off-site Tier-1 Service Desk and our System Engineering and Operations groups.
The Deskside Support Manager may travel between two sites within the local Washington, DC, area to interface with customers and to manage the staff.
In addition to direct supervision of the desk side staff, the individual selected for this position will be responsible for interfacing with the Tier 1 Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff.
Additionally, this person is expected to manage escalation and hand-off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs).
Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details as well as Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity.
Establish a meeting rhythm with the customer End-User Service lead on a weekly basis at the minimum.
Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions.
Delver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team.
Develop or generate ticket queue metric reports from ServiceNow, tracks the teams assignments and drives incidents and request tickets to closure.
Must provide timely responses to the customer and Leidos email data calls and requests.
Responsible for hiring, employee recognition, and overall team performance.
Addresses employee performance concerns and engages the Leidos PM when required.