Service Desk Boise Site Lead ( R-00053225 )
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.
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).
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
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
Organized and detail-oriented
Strong peer mentoring and leadership skills
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.)