Service Desk Manager

Leidos

1d•$82,550 - $149,225

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. Primary Responsibilities Could Include: 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 Technical Leadership 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

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
Active Secret clearance at a minimum required to start
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