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Job Details


Enterprise Service Desk Manager

General

Account Manager

No

Washington, Washington DC, United States

Description

Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the IPM. The ESD Manager is responsible for ensuring the ESD meets all required service levels and the development and maturation of phone and email ticket escalation process to ensure free flowing escalation and information within the organization.

Basic Qualifications

  • Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.

  • 2+ years of experience supervising or leading teams or projects.

  • HDI certification (workforce management principles and service center manager) SLA experience

  • “Center of Universe” experience across all ITSS scope

  • ACD/IVR experience

  • Experience with “shift left” self-service

  • KM experience

  • ITIL experience (ITIL 4 foundations)

  • 5 to 7 years of SD experience

  • Understanding of bots/virtual assistants/etc.

  • Must be able to obtain a Public Trust clearance.

Pay Range:

Pay Range $75,400.00 - $136,300.00

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.