Full Job Description
**Description**
The National Security Sector within Leidos is
seeking Help Desk Manager with strong systems, software, cloud, and
Agile experience to support a complex program to provide Agile
development and operations and maintenance for critical systems on a
mission-critical program supporting the Passenger Systems Program
Directorate (PSPD) within Customs and Border Protection (CBP). PSPD
supports the Department of Homeland Security (DHS) and CBP critical
missions, specifically screening and processing travelers at the ports
of entry (POEs) into the United States. The Help Desk Manager will
provide oversight to the Level II services and ensure that service
levels are achieved. Primary responsibility is to ensure the Help Desk
Level II staff are meeting and exceeding expectations in regards to
performance, meeting defined metrics/benchmarks, and that standards
and processes are followed to provide effective customer service and
meet requirements.
**This position REQUIRES the candidate to be in
Ashburn, VA, twice a week**
**Primary Responsibilities**
+
Oversee 100% of the requests, incidents and problems. Manages and
coordinates urgent and complicated support issues. Act as escalation
point for all requests and incidents. Develop and mature phone/ticket
escalation processes to ensure free flowing escalation and information
within the organization. Determine root cause of issues and
communicate appropriately to internal and external customers.
+
Train, coach and mentor Service Desk Specialists (Level II) including
career development. Oversee staff activities. Builds/obtains (from
other departments) training material for support staff. As needed,
schedule employees working times and provide backup support. Interact
with internal and external customers.
+ Provide data and reporting
of KPI's and trends to IT department and others in ad-hoc, weekly,
monthly and as needed. Will drive Ticket Deep Dive and develop
strategies for improvement. Monitor and manage ticketing queues
(participating in escalated calls as needed).
+ Oversee solutions
repository and ensure top quality solutions are available to the
staff. Develops Service and Business Level Agreements to set
expectations and measure performance.
+ Develops an effective and
workable framework for managing and improving customer IT support in
the organization. Advise management on situations that may require
additional customer support or escalation.
+ Manage process for
communicating outage/emergency activities to the organization. Manage
vendor relationships as it depends on daily operational needs. Review
survey feedback to improve services, tools and support
experience.
**Basic Qualifications**
+ BA/BS or equivalent
experience with 8+ years of prior relevant experience or Masters with
5+ years of prior relevant experience; OR 4 years of related
experience in lieu of degree
+ Must be able to maintain and obtain
a CBP Background Investigation prior to start
+ 10+ years'
experience software development environment.
+ Proven 8+ years of
experience supervising or leading teams or projects.
+ Experience
with ServiceNow, creating dashboards and automated reports.
+
Proficient and working knowledge of Power BI.
+ Proficiency with MS
Office Products (Word, Excel, Visio, & PowerPoint).
+ Excellent
written and verbal communication skills.
**Preferred
Qualifications**
+ The ability to lead organizational
transformation efforts and drive change while ensuring existing
service levels remain consistent and high.
+ The ability to
interact with the CBP PSPD customer and foster a positive relationship
with the customer.
+ Demonstrated experience in leading a
large-scale organization consisting of multiple teams.
+
Demonstrated experience developing and implementing effective training
and communication strategies for a complex IT system.
+ ITIL v.4
foundation certification.
**Original Posting:**
April 24,
2025
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.
**Pay Range:**
Pay Range $104,650.00 - $189,175.00
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.
REQNUMBER:
R-00158149
All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability or veteran
status. Leidos will consider qualified applicants with criminal
histories for employment in accordance with relevant Laws. Leidos is
an equal opportunity employer/disability/vet.