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Job Details


Service Desk Supervisor (Norfolk) ( R-00052463 )

Customer Service




Norfolk, Virginia, United States


Job Description:

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 an Operations Support Team Supervisor to support the Service Desk in Norfolk, VA as one of the key members of the Service Desk team. The candidate will be responsible for managing day-to-day operational command and control of all Service Desk resources and capabilities.

Primary Responsibilities

  • Leads direct and review the work of team who exercise latitude and independence in their assignments

  • Responsible for staffing, performance feedback and coaching, and managing administrative duties for direct reports

  • 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 operational/tactical activities of the team

  • Act as the Service Desk point of contact into the Enterprise Command Center

  • Provide Subject Matter Expertise and technical leadership for onsite staff. Act as chief point of contact for team members as frontline escalation point regarding customer issues

  • Provides oversight and general direction to multi-functional operational teams

  • Responsible for staffing, performance feedback and coaching, and managing administrative duties for direct reports

  • Establish relationship with internal customers and other functional managers

Basic Qualifications

  • US Citizen

  • DoD Secret Clearance

  • BS degree in Computer Science, Engineering, Business and 5 years of prior relevant experience. Will accept HS diploma with 9 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

  • Must demonstrated expertise in producing Enterprise level metrics and reporting

  • Excellent customer service skills

  • Excellent oral and written communication skills

Preferred Qualifications

  • Organized and detail-oriented

  • Strong leadership skills

  • Self-motivated/ self-directing

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

  • Ability to manage and prioritize own work, and that of their team

  • 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:Manager

Job Family:Customer Support

Pay Range: