Senior Tier 2 Conference Moderator / VTC Specialist

Leidos • Baltimore, MD

3d

About The Position

Leidos is committed to advancing enterprise IT capabilities and delivering a seamless, secure, and user-centric experience for our Centers for Medicare & Medicaid Services (CMS) customer. Our program focuses on integrating end-user technologies, collaboration platforms, infrastructure, and applications into a cohesive ecosystem that enhances productivity, drives innovation, and protects critical data. As a Senior Tier 2 Conference Moderator / VTC Specialist, you will serve as a technical leader and operational owner for unified communications and conferencing services across the CMS enterprise. This role is responsible for driving strategy, optimizing service delivery, and ensuring high-quality execution of collaboration technologies and large-scale events. You will oversee conference operations, lead complex technical troubleshooting, and influence continuous improvement efforts across Tier 2 support and conferencing services. This position requires strong analytical judgment, leadership capability, and customer engagement skills, along with the ability to operate independently in a dynamic, high-visibility environment. As a senior member of the team, you will mentor staff, guide operational priorities, and contribute to the evolution of collaboration tools and service delivery models. Primary Responsibilities. Under the direction of the Customer Service (Tier 2) Manager and Service Delivery Manager, you will be responsible, to include, but not limited to:

Requirements

• BS and 8 years of prior relevant experience or Masters with 6 years; Additional years of relevant experience will be considered in lieu of a degree.
• 3–5+ years of progressively responsible experience supporting and managing AV/VTC technologies in an enterprise environment.
• Must be able to obtain and maintain a public trust clearance.
• Demonstrated expertise with platforms such as Neat, Cisco, Poly/HP, and Crestron.
• Advanced knowledge of collaboration tools including Microsoft Teams, Zoom, and Webex.
• Experience supporting or leading large-scale events, executive briefings, or high-visibility engagements.
• Strong verbal communication and facilitation skills, including the ability to guide discussions and synthesize complex information for diverse audiences.
• Proven ability to analyze complex technical and operational challenges and implement effective solutions.
• Experience mentoring or leading technical teams and influencing service delivery outcomes.
• Ability to manage high-level speakers, industry leaders, and live audience.
• High professionalism, remaining neutral while facilitation diverse opinions.
• Excellent timekeeping skills, strictly adhering to schedules to keep session, and the overall even on track.
• Proficiency with Microsoft technologies, including Microsoft 365 and enterprise environments.
• Must be customer oriented. Solving customer problems in a timely manner and informing the customer of problem resolution in a clear manner.
• 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.
• Demonstrated ability to operate independently, manage competing priorities, and exercise sound judgment in decision-making.
• Demonstrate strong analytical and problem-solving skills.
• Ability to communicate technical concepts to technical and non-technical 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.
• Strong customer engagement skills with a focus on delivering high-quality user experiences.
• Experience with ITSM platforms such as ServiceNow and performance metric management.
• All candidates must have resided in the United States for at least three of the last five years to be considered.

Responsibilities

• Provide technical and operational leadership for enterprise AV/VTC systems, ensuring reliable, secure, and high-performing collaboration environments.
• Lead the team of conference moderator technicians to maintain/operate CMS Large Conferencing Facility to include but not limited to event scheduling, dry run coordination, event scheduling configuration, dissemination of conference appointment information including conference link, instructions, event coordination, testing, event center configuration/reconfiguration, troubleshooting, etc.
• Own and oversee conference operations for CMS facilities, including auditoriums, multipurpose rooms, and media centers, with accountability for event success and user experience.
• Lead planning and execution of high-visibility events, including scheduling strategy, stakeholder coordination, dry runs, system configuration, and real-time issue resolution.
• Act as a subject matter expert (SME) to diagnose and resolve complex technical issues, applying root cause analysis and implementing sustainable solutions.
• Establish and promote best practices for conference moderation, event execution, and collaboration technologies to internal teams and external stakeholders.
• Drive continuous service improvement, leveraging customer feedback, performance metrics, and operational insights to enhance conferencing and Tier 2 support services.
• Influence product and platform evolution by evaluating new features, supporting testing efforts, and providing recommendations to product and vendor teams.
• Support research and knowledge base of roadmap features, newly released features, legacy feature, and/or feature requests of vendors.
• Provide end-user support, configuration, setup, and teardown of audio/video capabilities for onsite events or customer inquiries.
• Oversee service performance management, including SLA/KPI adherence, ticket queue optimization, and resource alignment to ensure timely and effective issue resolution.
• Analyze customer satisfaction metrics (CSAT/NPS) and operational data to identify trends and implement corrective actions that improve the end-user experience.
• Lead and mentor Tier 2 personnel, providing coaching, performance feedback, and technical guidance to ensure consistency and growth across the team.
• Provides thought leadership for team management - identifying process gaps and ensuring consistent standards across teams.
• Develop and implement operational frameworks, including quality standards, training programs, knowledge management, and process documentation.
• 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.
• Train 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.
• Create and update documentation for the Tier 2 team’s Process Asset Library.
• Identify potential severities in real-time based on influx of tickets, call queues and feedback from team.
• Create and deliver reporting dashboards to communicate service health, risks, and performance trends to leadership.
• Drive a customer-focused service culture, promoting accountability, responsiveness, and continuous improvement across all support interactions.
• Exercise independent judgment in prioritizing work, managing escalations, and balancing competing operational demands in a fast-paced environment.
• 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.

Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
• More details are available here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees