Field Services Queue Management Supervisor ( R-00053234 )
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 Queue Management Supervisor to support Field Services as one of the key members of the Service Desk team. The candidate will be responsible for providing day to day supervision to assigned Queue Managers responsible for ticket lifecycle management.
Plan, direct, and monitor operational/tactical activities of the team
Act as the Service Desk point of contact into the Field Services queue
Provide Subject Matter Expertise and technical leadership for queue managers
Act as chief point of contact for team members as a frontline escalation point regarding queue management issues
Responsible for staffing, performance feedback and coaching, and managing administrative duties for direct reports
DoD Secret Clearance
BS degree in Computer Science, Engineering, Business and 4 years of prior relevant experience. Will accept HS diploma with 6 years of prior relevant experience in place of degree
Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification
Demonstrated expertise in queue management administration
Demonstrated expertise in producing Enterprise level metrics and reporting
Excellent oral and written communication skills
Detailed knowledge of ticket lifecycle management
Organized and detail-oriented
Strong collaboration, prioritization, and adaptability skills
Ability to manage and prioritize tickets