The Leidos National Security Sector is looking for a Help Desk Manager to join our team in the Quantico, VA area supporting a program for a federal law enforcement agency. You will serve as the help desk manager for the 3-tier Help Desk component of an Operations and Support Services program. This role requires daily onsite support at our Stafford, VA office.
At Leidos, you'll join a team of innovators tackling some of the world's most critical challenges through cutting-edge technology and bold ideas. We foster a dynamic and collaborative environment where your expertise will directly contribute to mission success and the significance of your contributions will only be surpassed by the exceptional opportunities for your professional growth and advancement.
Primary Responsibilities:
oManage the ongoing daily operations of the help desk providing quality and timely support to over 3000 end-users
oOversee the help desk team in providing timely and effective support to users, troubleshooting technical issues, and ensuring efficient resolution to minimize downtime and maintain operational continuity
oMonitor help desk performance metrics, analyze trends in user support requests, and generate reports for management, identifying areas for improvement and implementing strategies to enhance service quality and user satisfaction
oProvide IT hardware/software support to law enforcement agencies based in the US and overseas locations while maintaining world-class level support & customer service
oConduct end-user Instructor Lead Training for domestic and international law enforcement agencies in Europe, Asia, South & North America
oManage the planning and execution of international deployments, including managing and configuring of software, training local personnel, and providing enterprise support for the infrastructure
oRepresent the Government and Leidos at the annual conferences held domestically and internationally focusing on accomplishments, new features and future initiatives of the program
Required Qualifications:
oActive Top-Secret Clearance
oUS Citizenship
oTypically requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience. Generally has 2+ years of experience supervising or leading teams or projects.
oA minimum of five (5) years experience as a help desk manager
oDocumented troubleshooting skills and experience on software
oExperience interfacing with a diverse user base
oExceptional communication skills: ability to effectively communicate complex concepts to both technical and non-technical audiences, and negotiate with stakeholders and internal teams
oMinimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User)
Original Posting Date:2024-12-05
While 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 $80,600.00 - $145,700.00
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.
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What We Do
We Are Leidos
For 50 years we have been tackling some of the biggest problems that face our nation and our world.
OUR MISSION
Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020.
Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®.
Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos.
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