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Job Details


Service Desk Boise Site Lead ( R-00053225 )

Customer Service

Customer Service



Meridian, Idaho, United States


Job Description:

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

Job Summary:

Leidos is seeking a Site Manager to support the Service Desk in Boise, ID as one of the key members of the Service Desk team. The candidate will be responsible for oversight of site-specific Service Desk activities and service delivery, including day-to-day operational posture, continuous improvement processes, and review of key performance indicators (KPI).

Primary Responsibilities

  • Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met, to include Service Level Requirements (SLRs) and service delivery goals at the team and Enterprise level

  • Plan, direct, and monitor performance improvement activities of the team

  • Act as liaison between operations and delivery teams at the site level

  • Provides oversight and general guidance for multi-functional operational teams

  • Establish relationship with internal customers and other functional managers

Basic Qualifications

  • US Citizen

  • DoD Secret Clearance

  • BS degree and 8-12 years of prior relevant experience. Will accept HS diploma with 10-15 years of prior relevant experience in place of degree

  • Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification

  • Must demonstrated expertise in managing to call center metrics

  • Excellent customer service skills

  • Excellent oral and written communication skills

Preferred Qualifications

  • Organized and detail-oriented

  • Strong peer mentoring and leadership skills

  • Self-motivated/ self-directing

  • Strong collaboration, prioritization, and adaptability skills. Relationship building

  • Ability to manage and prioritize own work

  • Independent decision making

  • Analytical thinking; thinking out of the box

  • Ability to effectively communicate with all organizational levels (SME to Senior Management)

  • Ability to analyze problems at various levels (e.g. detail level, overall organizational impact, etc.)

External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Secret


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Customer Support

Pay Range: