Help desk manager Jobs in Usa

Description

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 : 2024-12-05While 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 - $141,000.00

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.

About Leidos Leidos is a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com .

Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected] .

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .

Commitment to Diversity All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.