Help Desk Manager

Description

Leidos is recruiting for a Help Desk Manager to support a project that provides desktop management and user support for approximately 7,000 staff who are on-site in Bethesda, Rockville, and Frederick, and working remotely. The Service Desk provides maintenance support for approximately 14,000 personal computer systems, mobile devices, printers, and software for these staff.

This position is contingent upon contract award.

• Approximately 65% of the personal computer systems are running Windows, 34% are running Mac, and 1% are running Linux operating systems.

• This program also supports and maintains a variety of Apple and Blackberry mobile devices, printers, and software for the user community.

• The Service Desk receives over 168,000 tickets per year, with approximately 143,000 tickets per year in Bethesda and Rockville and 25,000 tickets per year in Frederick. Approximately 1,300 of these are VIP tickets where a faster response and a higher level of service is required. Approximately 12% of tickets in 2020 were submitted via chat.

Work will primarily be performed at Government facilities, to include Bethesda, Rockville, and Frederick. In this Help Desk Manage role, you will:

• Serve as the primary technical and managerial interface for helpdesk and desktop activities.

• Ensure customer service is timely and accurate.

• Manage and support a team of help desk technicians.

• Mentor your team, providing training, and conducting performance evaluations.

• Monitor team performance and develop feedback reports for management.

• Communicate with clients and provide in-person and phone support, as required.

• Troubleshoot and resolve technical issues.

• Manage escalations and ensure any issues are resolved in a timely manner.

• Make recommendations to improve operational efficiency.

• Support the heterogeneous environment using Information Technology Infrastructure Library (ITIL) and Lean IT processes, and industry best practices.

• Use technology to optimize efficiency and improve support.

• Balance the efficiency of support with maintaining the highest standard of quality and customer service.

• Strengthen customer service and collaboration.

• Support standardized ticket handling.

• Find ways to increase remote solutions including promoting automated self-service resolutions.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree or equivalent experience and 8 years of prior relevant experience or Master’s degree with 6 years of prior relevant experience.

• Demonstrate knowledge of the most current ITIL standards and complete; specifically, ITIL’s Incident Management and Request Fulfilment practices.

• Possess and maintain an ITIL Foundations certification or complete this certification within three months of beginning support on this contract.

• Possess 7 years of experience in the helpdesk/desktop support field with at least 3 years of management experience.

• Possess practical experience with ServiceNow.

• Demonstrated ability to manage, direct, and provide guidance to employees to ensure problem resolution and customer satisfaction.

• Experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA)

• Strong analytical, time management, and communication skills necessary to team with system owners, system administrators (both internal and external), and IT management for handling incidents/issues.

• Experience developing Standard Operating Procedures (SOPs) for common support tasks.

• Experience developing training materials and providing training to users with various skill levels.

• Experience in successfully managing projects such as operating system upgrades, technology refresh, standardized desktop, or laptop encryption rollouts.

• Experience and demonstrated ability to write clear and accurate technical and end user documentation.

• Experience management and monitoring relevant ServiceNow functions such as ticket creation, queue management/routing to the appropriate team, triage incoming tickets, ticket updates, ticket closure, ticket escalation, workflow creation and problem. management, ServiceNow systems, and workflow testing.

• Expertise in Windows, Mac OS, and Linux.

• Desktop platform operations experience.

• Knowledge of the software used by the business:

  • ServiceNow (the current version is Tokyo), including Visual Task Boards

  • Microsoft 365 products, including Project Online

  • Jira

  • Clarity (formerly CA PPM) financial reporting solution

• Experience with remote access support services.

• Position requires the ability to obtain a Public Trust Clearance.

DESIRED QUALIFICATIONS:

• NIH experience a plus.

• Help Desk Certifications (HDS) such as HDI-DSM; HDI-SCTL; HDI-SCM a plus.

• Program Management Certification such as Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) a plus.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Salary : $94,250 - $170,375