Service Delivery Lead

Leidos•Houston, TX

1d•$65,650 - $118,675•Onsite

About The Position

The NEST program at Leidos is seeking a Service Delivery Lead (SDL) to support operations at the Johnson Space Center (JSC). The Service Delivery Lead will be responsible for planning, organizing, securing, and managing resources to ensure the successful completion of specific program goals and objectives. Duties may include ensuring that all functions are performed within established scope, schedule, and budget constraints, as well as interfacing with task and functional leaders, subcontractors, and support personnel. In this on-site role, the SDL will report to the Enterprise Service Delivery Manager and provide direct, daily support to the JSC Center Operations Manager (COM) to ensure the successful execution of program requirements at NASA’s Johnson Space Center in Texas. The SDL will support the NASA End-User Services and Technologies (NEST) contract. The NEST contract provides end-user services across all 10 NASA centers and other performance sites nationwide, including compute, mobile, and print device deployment and refresh; incident and problem management; email and collaboration; enterprise operations; and information security.

Requirements

Bachelor's degree and a minimum of 4 years of relevant experience. Additional years of experience may be considered in lieu of degree.
Experience leading a team of 10-15 employees producing green metrics.
Unwavering hard work ethic! Steadfast commitment to putting in consistent effort, dedication, and diligence toward achieving NEST goals and fulfilling the role responsibilities.
Proficient in Service Now.
Proven written and oral communication skills.
Proven experience in effectively working within a group to deliver IT services.
Experience interacting with senior level managers and customers.
U.S. Citizenship is required.
Ability to obtain and maintain a Public Trust.

Nice To Haves

Current Public Trust clearance or higher.
Experience with a NASA Customer; current NASA credentials.

Responsibilities

Lead a team of technicians to successfully meet end user IT service level agreements.
Provide responsive and efficient technical assistance to NASA personnel, ensuring smooth operation of personal computing devices, software applications, and peripherals.
Interact daily with subcontractors performing end user laptop, desktop, and mobile services.
Escalate center issues to the Service Delivery Manager regarding service issues/questions.
Review tickets in ServiceNow to ensure service is delivered within the agreed upon SLA time frames.
Interact with the Service Delivery Manager and COM to escalate customer/performance/staffing issues.
Work closely with program Service Delivery, Logistics, Operations, Procurement, and Finance teams to ensure end-to-end fulfillment of the product line.
Work collaboratively with company and customer stakeholders to define and proactively shape device hardware requirements.
Work collaboratively with program engineering and operations teams to co-develop integrated hardware/software solutions to keep the end user compute product line at the forefront of industry technology.
Ensure timely update to customer deliverable documents and communications artifacts, including technology refresh plans, product and service catalog content, and configuration documentation.
Identify opportunities to improve the day-to-day compute and mobility service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across JSC as well as all NASA Centers.
Other IT duties as assigned.