Project Lead Deskside Support Manager

Leidos•Rockville, MD

10d•Onsite

About The Position

Leidos, Inc. is seeking a Deskside Support Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of Deskside support, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards. Primary Responsibilities: Ensuring the successful delivery of Desk Side Support services to a federal customer. Performing at the customer site in Rockville, MD, the Deskside Support Manager will interface daily with Federal customers up to and including political appointees to ensure that they receive the best possible IT services. Leading a team of 25-30 Deskside Support technicians that supports a wide range of customers at headquarters in Rockville, MD, and 5 remote field locations. The Desk Side team is responsible for providing Tier-2 end-user services and technical support, and acts as a vital link between our off-site Tier-1 Service Desk and System Engineering, Mobility, Asset and Logistics, and Security groups from other vendors. 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 deskside staff. Additionally, this person is expected to manage and oversee 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 deskside workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity. Establish a meeting rhythm with the customer End-User Service lead and COR 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 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, track the team 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 and a minimum of 8 years of prior relevant experience or Masters with a minimum 6 years of prior relevant experience. Additional years of relevant experience may be 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.
A customer-first attitude and willingness 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

Experience managing a team in support of a federal customer.
ITIL certification.
Ability to obtain a PMP

Responsibilities

Ensuring the successful delivery of Desk Side Support services to a federal customer.
Interfacing daily with Federal customers up to and including political appointees to ensure that they receive the best possible IT services.
Leading a team of 25-30 Deskside Support technicians.
Providing Tier-2 end-user services and technical support.
Acting as a vital link between the off-site Tier-1 Service Desk and System Engineering, Mobility, Asset and Logistics, and Security groups.
Interfacing with the Tier 1 Service Desk management staff to ensure seamless handoffs.
Managing and overseeing escalation and hand-off to system operations, system engineering, and management teams.
Ensuring successful delivery and closure under established Service Level Agreements (SLAs).
Ensuring the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details.
Spearheading the creation and maintenance of a robust knowledge base.
Identifying opportunities to streamline deskside workflows, implement automation tools, and leverage emerging technologies.
Establishing a meeting rhythm with the customer End-User Service lead and COR on a weekly basis.
Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions.
Delivering a weekly report to Leidos PM as well as the monthly contract SLA deliverables.
Developing or generating ticket queue metric reports from ServiceNow.
Tracking team assignments and driving incidents and request tickets to closure.
Providing timely responses to the customer and Leidos email data calls and requests.
Responsible for hiring, employee recognition, and overall team performance.
Addressing employee performance concerns and engaging the Leidos PM when required.