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Job Details

Technical Service Desk Lead

Customer Service

Customer Service



Madison, Alabama, United States


Job Description:

More About the Role:
The Leidos Civil IT Group has an opening for an experienced Technical Service Desk Lead to work in our Huntsville/Madison area offices supporting The NASA NEST Program. In this mission we support NASA end users in day to day operations via the provision of a Tier 2 Technical Service Desk. This position will provide supervision and leadership to technicians staffing the Desk. The Desk is staffed 24/7 and Lead shifts may vary.

What You'll Get to Do:
Responsibilities include training, supporting and coaching technical staff on technical solution issues, ensuring highest quality service levels are provided.

Duties may include:
•Ensuring agent schedules correspond with work distribution.
•Ensuring agent schedule adherence.
•Assist in the training and coaching of new agents.
•Ensuring work is performed according to established processes.
•Performing basic Quality Assurance evaluations of agent work processes.

You'll Bring These Qualifications:
-Technical Support Desk leadership/training experience as well as substantial experience working in a tier 1-2 technical service desk environment.
-Any technical certifications related to Microsoft Desktop applications is desired. Additionally, experience or certification in ITIL Framework is beneficial.

Pay Range:Pay Range - -

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.