Service Desk Supervisor (Third Shift) with Security Clearance
R-00114779 Description Looking for an opportunity to make an impact? Leidos has an opening for a service desk supervisor to join the Leidos Corporate Service Desk.
The role provides support in the handling of incidents, problems, and requests at our large-scale Enterprise Shared Service Desk supporting multiple programs totaling more than 40,000 customers for Leidos and our Federal Government customers.
This work is located at our facility in Clinton, MS.
The Supervisor provides leadership and mentoring to the Service Desk Team Leads and Agents and drives a culture of continual process improvement, in accordance with the ITIL framework, within the team.
The Supervisor performs all the responsibilities of the Service Desk Team Lead, while serving as point of escalation for their peers, monitoring current business volume, and aiding the Service Desk Manager with maintaining business flow 24x7x365.
This position will require both virtual and in-person interaction with technical and non-technical team members from across all Leidos organizations.
Location:
100% onsite in Clinton, MS Schedule:
Mon - Fri:
10:
00PM - 7:
00AM CST Off-days:
Saturday - Sunday On-call as required
Responsibilities:
Adhere to approved Standard Operating Procedures (SOP), written or otherwise Always remain professional and courteous when engaging Team Leads, Service Desk Agents, and end users.
Work in a team environment Work closely with other Service Desk Supervisors and Team Leads Monitor and supervise Service Desk Team Leads' adherence to SOP and report discrepancies to the Service Desk Manager Provide coaching and feedback to Service Desk Team Leads regarding individual and team performance Monitor systems to ensure Service Desk Agent adherence to breaks and lunches, PC issues, and call and chat availability.
Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met Perform scheduled and random call and ticket QA audits and provide coaching to the agents as needed Ensure that Team Leads are aware of outages and system issues or updates and that they are relaying this information properly to the Service Desk Agents.
Propose critical incidents and ensure that the Interactive Voice Response (IVR) banner is created and in place to alert end users (as appropriate) Ensure availability to assist/takeover supervisor calls or assist with end user support in case of increased call volume Serve as point of escalation for Service Desk Agents, Team Leads, and maintain a more complete and in-depth knowledge of issues and systems to better aid Agents Manage Call Centers shift schedule (24/7/365), reviews staffing plans and makes adjustments as needed to support volume demands with managers approval Monitor the volume of inbound incidents and requests on all channels (phone, email, chat, etc.
) and relay this information to the Service Desk Manager and Team Leads Comply with pre-determined and provided times allotted for work schedule, breaks and lunch.
Verify and approve/reject Service Desk Agent and Team Lead timecards on a weekly basis Follow-up with all occurrences of Service Desk Agent and Team Lead timecard compliance infractions (no entry, late entry, late signature, etc.
) Lead Service Desk Team Lead and Agent training sessions by planning, creating content, gaining approval of content from tool/system owners and delivering content as needed Maintain and order Service Desk hardware and software as requested by the Service Desk Manager Perform account provisioning and access requests for new Service Desk Agents as required Perform the duties of the Service Desk Manager, as requested, during their absence or unavailability at any time.
This may include, but is not limited to, attending and/or conducting and leading meetings both virtual and in-person, running reports, presenting reports, approving requests, approving timecards, etc.
Maintain on-call schedule for after-hours supervisor coverage as needed Be available on-call for agent occurrences/infractions, Service Desk incidents or problems 24x7x365 via a provided Leidos mobile device Support multiple programs in a shared services environment Maintain and influence team morale in accordance with Leidos values Monitor and approve Service Desk Agent time off requests as required by the Service Desk Manager Manages badge/building access for on-site service desk agents and team leads Attend meetings with Tier 2/3 support teams to discover areas of improvement for service desk operations Develop and maintain knowledgebase (KB) articles and how-to guides to improve efficiency for service desk agents Review and correct timecards signed by proxy Review call and ticket statistics to discover opportunities for improvement Manage the CSD Tech Team and ensure the backlog of open tickets are addressed in a timely manner Acknowledge and respond email and Teams communication from your management chain with increased urgency Participate in after-hours on-call support to include weekends and holidays as required Research customer escalations as needed and provide management with your findings Required Qualifications Bachelor's degree with 2
years IT Service Desk team lead experience.
High school diploma with additional years' experience may be considered in lieu of a degree.
Minimum of 3 (three) years of experience providing direct end-user technical IT support for the applications being supported, including both telephone support and chat assistance to end users, is preferred.
Ability to obtain and maintain a public trust clearance to support multiple programs Expert user of word processing, spreadsheet, and email systems.
Demonstrated experience with ITSM suites such as Remedy or ServiceNow ACD/IVR experience Knowledge Management (KM) experience Broad experience in a variety of IT areas (e.
g.
, Windows desktop environment, Active Directory, mobile authentication tools, remote desktop tools, etc.
) - is preferred over limited experience in one area only.
Excellent communication, presentation, and inter-personal skills with both technical teams and non-technical business leaders Ability to conduct and lead virtual and in-person meetings and presentations to both technical and non-technical individuals and groups Candidate should be a team player Ability to work in a fast-paced, agile work environment Experience and familiarity with Leidos IT systems covering all realms of Leidos CIO Support Teams Must be able to work onsite in Clinton, Mississippi, Monday - Friday, 8 hour shift, per schedule listed above Preferred Qualifications Possess or obtain Help Desk Institute (HDI) certification (Support Center Manager or Support Center Analyst) within 12 months of hiring Possess or obtain ITIL Foundation certification within 12 months of hiring Possess or obtain CompTIA A
certification within 12 months of hiring Salary Range for this position:
$50K to $55K Pay Range:
Pay Range $48,750.
00 - $75,000.
00 - $101,250.
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.
Recommended Skills Active Directory Group Agile Methodology Auditing Communication Help Desk It Service Management Estimated Salary: $20 to $28 per hour based on qualifications.
The role provides support in the handling of incidents, problems, and requests at our large-scale Enterprise Shared Service Desk supporting multiple programs totaling more than 40,000 customers for Leidos and our Federal Government customers.
This work is located at our facility in Clinton, MS.
The Supervisor provides leadership and mentoring to the Service Desk Team Leads and Agents and drives a culture of continual process improvement, in accordance with the ITIL framework, within the team.
The Supervisor performs all the responsibilities of the Service Desk Team Lead, while serving as point of escalation for their peers, monitoring current business volume, and aiding the Service Desk Manager with maintaining business flow 24x7x365.
This position will require both virtual and in-person interaction with technical and non-technical team members from across all Leidos organizations.
Location:
100% onsite in Clinton, MS Schedule:
Mon - Fri:
10:
00PM - 7:
00AM CST Off-days:
Saturday - Sunday On-call as required
Responsibilities:
Adhere to approved Standard Operating Procedures (SOP), written or otherwise Always remain professional and courteous when engaging Team Leads, Service Desk Agents, and end users.
Work in a team environment Work closely with other Service Desk Supervisors and Team Leads Monitor and supervise Service Desk Team Leads' adherence to SOP and report discrepancies to the Service Desk Manager Provide coaching and feedback to Service Desk Team Leads regarding individual and team performance Monitor systems to ensure Service Desk Agent adherence to breaks and lunches, PC issues, and call and chat availability.
Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met Perform scheduled and random call and ticket QA audits and provide coaching to the agents as needed Ensure that Team Leads are aware of outages and system issues or updates and that they are relaying this information properly to the Service Desk Agents.
Propose critical incidents and ensure that the Interactive Voice Response (IVR) banner is created and in place to alert end users (as appropriate) Ensure availability to assist/takeover supervisor calls or assist with end user support in case of increased call volume Serve as point of escalation for Service Desk Agents, Team Leads, and maintain a more complete and in-depth knowledge of issues and systems to better aid Agents Manage Call Centers shift schedule (24/7/365), reviews staffing plans and makes adjustments as needed to support volume demands with managers approval Monitor the volume of inbound incidents and requests on all channels (phone, email, chat, etc.
) and relay this information to the Service Desk Manager and Team Leads Comply with pre-determined and provided times allotted for work schedule, breaks and lunch.
Verify and approve/reject Service Desk Agent and Team Lead timecards on a weekly basis Follow-up with all occurrences of Service Desk Agent and Team Lead timecard compliance infractions (no entry, late entry, late signature, etc.
) Lead Service Desk Team Lead and Agent training sessions by planning, creating content, gaining approval of content from tool/system owners and delivering content as needed Maintain and order Service Desk hardware and software as requested by the Service Desk Manager Perform account provisioning and access requests for new Service Desk Agents as required Perform the duties of the Service Desk Manager, as requested, during their absence or unavailability at any time.
This may include, but is not limited to, attending and/or conducting and leading meetings both virtual and in-person, running reports, presenting reports, approving requests, approving timecards, etc.
Maintain on-call schedule for after-hours supervisor coverage as needed Be available on-call for agent occurrences/infractions, Service Desk incidents or problems 24x7x365 via a provided Leidos mobile device Support multiple programs in a shared services environment Maintain and influence team morale in accordance with Leidos values Monitor and approve Service Desk Agent time off requests as required by the Service Desk Manager Manages badge/building access for on-site service desk agents and team leads Attend meetings with Tier 2/3 support teams to discover areas of improvement for service desk operations Develop and maintain knowledgebase (KB) articles and how-to guides to improve efficiency for service desk agents Review and correct timecards signed by proxy Review call and ticket statistics to discover opportunities for improvement Manage the CSD Tech Team and ensure the backlog of open tickets are addressed in a timely manner Acknowledge and respond email and Teams communication from your management chain with increased urgency Participate in after-hours on-call support to include weekends and holidays as required Research customer escalations as needed and provide management with your findings Required Qualifications Bachelor's degree with 2
years IT Service Desk team lead experience.
High school diploma with additional years' experience may be considered in lieu of a degree.
Minimum of 3 (three) years of experience providing direct end-user technical IT support for the applications being supported, including both telephone support and chat assistance to end users, is preferred.
Ability to obtain and maintain a public trust clearance to support multiple programs Expert user of word processing, spreadsheet, and email systems.
Demonstrated experience with ITSM suites such as Remedy or ServiceNow ACD/IVR experience Knowledge Management (KM) experience Broad experience in a variety of IT areas (e.
g.
, Windows desktop environment, Active Directory, mobile authentication tools, remote desktop tools, etc.
) - is preferred over limited experience in one area only.
Excellent communication, presentation, and inter-personal skills with both technical teams and non-technical business leaders Ability to conduct and lead virtual and in-person meetings and presentations to both technical and non-technical individuals and groups Candidate should be a team player Ability to work in a fast-paced, agile work environment Experience and familiarity with Leidos IT systems covering all realms of Leidos CIO Support Teams Must be able to work onsite in Clinton, Mississippi, Monday - Friday, 8 hour shift, per schedule listed above Preferred Qualifications Possess or obtain Help Desk Institute (HDI) certification (Support Center Manager or Support Center Analyst) within 12 months of hiring Possess or obtain ITIL Foundation certification within 12 months of hiring Possess or obtain CompTIA A
certification within 12 months of hiring Salary Range for this position:
$50K to $55K Pay Range:
Pay Range $48,750.
00 - $75,000.
00 - $101,250.
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.
Recommended Skills Active Directory Group Agile Methodology Auditing Communication Help Desk It Service Management Estimated Salary: $20 to $28 per hour based on qualifications.
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