Project Manager - Lead Service DeskLooking for an opportunity to make an impact? At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable.
Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.If this sounds like the kind of environment where you can thrive, keep reading!Leidos has a new and exciting opportunity for a Project Manager - Lead Service Desk in our National Security Sector's (NSS) Engineering, Decision Advantage Business Area (DA), supporting the SABRE program at Hanscom AFB, MA. This position is on a future contract pending award announcement.At Leidos, we offer competitive benefits, including Paid Time Off, 11 paid Holidays, 401K with a 6% company match and immediate vesting, and much more.
Your greatest work is ahead, so join us and make a difference in National Security!Primary Responsibilities:Oversee cost, schedule, and performance of the service desk operations for SABRE, ensuring swift resolutions to issues that impact mission partners.Cost, schedule and performance of the service desk operations to include the management of Field Service Reps.Supervise management personnel for a 24/7 operation.Train and coach Service Desk team members on effective research, troubleshooting, and solution delivery methodsEnsure team members stay up to date on existing services, updates, and changes across all classificationsIdentify, develop, and maintain key metrics to provide real-time insights for Government and Contractor leadershipAnalyze the programs help desk performance metrics to identify trends, problem areas, and opportunities for improvementServe as the escalation point and facilitator for severe, mission-critical, or unique technical issuesInterface with Combatant Commands to manage day-to-day operations, ensuring efficiency and adherence to best practicesOversee cloud-based services support, ensuring seamless integration and troubleshooting capabilitiesApply data analysis techniques to optimize Service Desk performance and enhance customer support outcomesCollaborate with engineering and cybersecurity teams to improve incident response and resolution timesImplement continuous improvement initiatives to enhance overall Service Desk efficiency and effectiveness.Security Clearance: Active DoD Secret security clearance required.Basic QualificationsEducation, Experience and SkillsBA degree and 12 or more years of prior relevant experience or a Masters with 10 or more years of prior relevant experience. Additional years of experience may be considered in lieu of degree.4+ years of experience in technical support and troubleshooting, with a focus on Service Desk operations.Strong understanding of cloud-based services support and data analysis to enhance Service Desk operations.Ability to identify, develop, and track key metrics to measure help desk performance and provide real-time insights for leadership.Experience serving as an escalation point for mission-critical or high-priority service issues.Strong formal Human Factors and/or User Experience (UX) skills to optimize service delivery and customer interactions.Ability to analyze and improve help desk workflows, ticketing systems, and resolution processes.Experience ensuring compliance with IT security policies, procedures, and classified environment protocols.Proven experience managing a technical Service Desk team, including training and coaching staff on troubleshooting methodologies and service management best practices.Preferred QualificationsPMP CertificationITIL v4 Managing Professional CertificationHDI Support Center Manager (SCM) CertificationMicrosoft Certified: Modern Desktop Administrator AssociateExperience managing Enterprise IT Help Desks for DoD/USAFKnowledge of USAF Global Service Desk (GSD) and ITSM toolsPay Range $112,450.00 - $203,275.00