Service Desk Manager

DescriptionLeidos Health Solutions is seeking a dynamic, mission-centric hands-on Service Desk Manager to support a federal agency’s large, mission-critical enterprise Service Desk. The position is hybrid/ remote with some onsite support at least 2 days a week in the Washington, DC and Rockville, MD area office.Must be local to the DC Metro area and be a US Citizen with the ability to obtain a Public Trust Clearance.As a Service Desk Manager, you will oversee a team of Service Desk Specialists. In this position, you are expected to possess exceptional communication skills, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences.Primary Responsibilities· Oversee a team of IT support professionals responsible for delivering outstanding customer service and technical support to users.· Responsible for ensuring the smooth operation of the service desk, managing escalations, and implementing service improvement initiatives.· Manage the daily operations of a service desk, ensuring that all support requests are handled in a timely and professional manner.· Monitor service desk metrics and KPIs to identify trends and areas for improvement.· Develop and implement service improvement plans to enhance the quality and efficiency of the support services provided to users.· Coach, mentor, and provide feedback to team members to ensure they have the necessary skills and knowledge to deliver exceptional customer service.· Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution· Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations· Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service deskRequired Qualifications:· Bachelor's degree and 8+ years of experience managing a service desk or IT support team.· Ability to potentially interact with senior staff in the agency and scientific community;· Ability to work/ collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.· Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.Preferred Qualifications:· Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS) is highly preferred.· ITIL Foundation 4, HDI-CSR CertificationhhsnihOriginal Posting Date:2024-02-28While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.Pay Range:Pay Range $78,000.00 - $141,000.00The Leidos pay range for this job level is a general guideline onlyand 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.REQNUMBER: R-00130026All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.