Service Desk Manager (USAF Cloud One)

Leidos • Montgomery, AL

7d • $82,550 - $149,225 • Onsite

About The Position

Leidos was awarded U.S. Air Force Cloud One Architecture and Common Shared Services contract and is currently seeking a Service Desk Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience help modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness. Location: This position will be on-site at Gunter AFB Montgomery, AL.

Requirements

• Bachelor's and five (5) years or more of experience; Master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
• 2+ years of previous experience supervising teams and/or projects
• Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
• US citizenship required
• Certifications: CompTIA Security+ or equivalent (IAT-2)

Nice To Haves

• Experience with USAF Cloud One or Platform 1
• Experience with Knowledge Management
• Cloud certifications in AWS, Azure, Google, or Oracle clouds

Responsibilities

• Manage service desk based on industry leading standards
• Lead a group of 5-15 Help Desk
• Prioritize and resolve IT concerns and escalate as needed
• Participate in initiatives to reduce the number of human service desk interactions needed over time
• Provide support across multiple channels (e.g., phone, chat, self-service portals)
• Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers
• Manage 24/7/365 Service Desk for C1 services and support operations
• Support testing/validation as needed
• Document processes/lessons learned and maintain service desk records
• Provide health and status monitoring
• Document and communicate outage information to co-workers and customers
• Partner with business stakeholders to understand requirements and translate them into technical solutions
• Present recommendations to executive leadership
• Mentor, guide and supervise teams for related activities
• Lead reviews and provide guidance on complex technical decisions
• Prepare detailed technical documentation to support development and operational processes
• Collaborate with team members and provide mentorship to junior staff, fostering a learning environment
• Act as the Service Desk manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements

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: Manager
• Number of Employees: 11-50 employees