Service Desk Supervisor

Description

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 sustainably. 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.

Leidos has an opportunity within the Digital Modernization Practice Area & Repeatable Offerings (RO) organization. The RO organization is the delivery arm of the Digital Modernization sector's Repeatable Offerings, delivering differentiated capabilities and managed services across the sector and the larger Leidos corporation. RO Service Operations comprises all IT operations, engineering, security, and software development of the RO organization. We're seeking qualified candidates for the position of Service Desk (SD) Supervisor, a customer-delivery focused position with direct reports, Tier 1 Technicians, in support of contact center operations.

Our Service Desk operation is staffed 24x7x365. This opportunity could be in support of any of our following customer programs via a day or night shift and will be contingent upon business needs for each program as well as available supervisor shifts:

• Internal Customers:

  • Leidos CIO, QTC,

• Government Customers:

  • ESA V, inTransition, and MSS Shared Services Desk

This position is critical in providing leadership support through a dedicated and shared service desk model with cross-functional programs. This is a full-time remote position. The SD Supervisor will take on day-to-day management of the SD staff and activities. The SD Supervisor will act as the escalation point of contact for Tier 1 Technicians and customer-reported incidents and requests and will report escalated incidents to SD and/or RO Management. The SD Supervisor is responsible for ensuring the SD meets all required service levels and works with the SD Manager on the development and maturation of phone and email ticket escalation process to ensure free flowing escalation and information within the organization.

The successful candidate will be able to adapt to client needs and support the continuous operations and improvements for the SD. You will collaborate with a diverse workforce including other supervisors within a matrix environment and be able to communicate effectively by obtaining and synthesizing requirements from external stakeholders, while working with the team to build upon the existing SD operations.

Primary Responsibilities

• Duties include providing professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once. Serve as SD Supervisor working closely with other supervisors and SD managers currently supporting customers, overseeing the daily functions and performance of Tier 1 Technicians:

  • Serve as point of escalation for Tier 1 Technicians and maintain a more complete and in-depth knowledge of issues and systems

  • Be available on-call for Tier 1 Technician occurrences/infractions, Service Desk incidents or problems 24x7x365

  • Ensure that the SD is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers

  • Contribute to the success of the business and assist in improving the overall customers experience within the team

  • Act as a point of contact for Tier 1 Technicians to ensure clear communication and understanding of requirements

  • Support multiple programs in a shared services environment

  • Maintain and influence team morale in accordance with Leidos values

Service Level Monitoring(ensure service levels are achieved in line with contracts):

• • Monitor call center systems to ensure Tier 1 Technician adherence to breaks and lunches, PC issues, and call and chat availability.

  • Ensure that all shifts (Front Days, Back Days, Front Nights, Back Nights) do not miss important emails or tasks, maintaining consistency in task completion

  • Monitor and follow-up on asks to ensure they are addressed and not overlooked, addressing gaps in previous processes

  • Review and maintain or approve team member timecards and time off requests

• Quality Assurance and Process Improvement:

  • Perform quality assurance checks on calls and tickets

  • Review trends and data identify opportunities for alerting and monitoring

  • Continuously work to improve the accuracy and efficiency of service delivery by analyzing investigation trends

  • Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers

  • Continuously review and refine Standard Operating Procedures (SOPs) and workflows to ensure they are modern, efficient, and aligned with current needs

  • Implement process improvements to enhance efficiency and reduce unnecessary efforts

  • Ensure that team's KPIs are monitored, actions are taken, evaluated accordingly, and delegated properly

Required Experience, Skills, & Education:

• Typically requires BS degree and a minimum of 2 years of prior relevant experience or Masters with a minimum of 2 years of prior relevant experience

• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership

• Experience working in a fast-paced environment with changing priorities and goals

• Requires excellent interpersonal skills and the ability to develop relationships with customers, and colleagues

• Must be able to pay close attention to details

• Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion

• Knowledge of MS Windows, MS Active Directory, MS Office Suite, E-Mail clients, and Web Browsing techniques

• Knowledge of web-based applications and related technologies/platforms including ticketing systems (ITSM, CRM, etc.) and ACD/IVR toolsets

• Strong analytical skills with the ability to perform quality assurance and content improvement

• Must be able to work Monday - Friday, 8 hours per day

• Home ISP, high speed Internet

• Quiet environment to perform work

• Must be a U.S. Citizen

• Limited travel required

Clearance:

• Ability to obtain/maintain a minimum of Public Trust clearance

Preferred Experience, Skills, & Education:

• Prior service desk experience managing Tier 1 Technicians in a high-volume call center

• Experience in autonomy with teleworking and virtual meeting environments including managing a team in these environments

• ITIL V4 certification

• ServiceNow certifications

• HDI or other SD/HD certifications

• Familiarity with other continuous improvement methodologies

• Demonstrated ability to liaise between multiple teams and organizational levels

Excellent communication, presentation, both verbal and written, with technical and non-technical teams as well as business leaders

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."

For U.S. Positions: 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.

The 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.

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