Leidos Customer Engagement Manager in Washington, District Of Columbia
Leidos is a Fortune 500™ company aimed at embracing and solving some of the world’s most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient. Our Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.
Come join our rapidly growing team and enjoy these benefits:
Accrue 3 weeks of PTO during your first year
Get ten paid holidays a year
Access to benefits on day one including medical and dental insurance
The potential to work from home during COVID-19
Company HSA contribution
Leidos is hiring a Customer Engagement Manager on the ESA V program. ESA V is an IT applications and infrastructure services program supporting several customers within the Department of Justice (DOJ). The program provides a wide range of IT services, including deskside support, special operations support, trial support, digital forensics, workstation engineering and maintenance, telecommunications and mobility engineering services, managed print services, Active Directory services, video conferencing, software application support, enterprise infrastructure support, service desk and ITSM.
The person selected for this new position will report to the DOJ IT Portfolio Director and will manage the customer-facing teams on the ESA V program that provide deskside support, trial and special operations support, digital forensics support and support for the Federal Law Enforcement Training Center (FLETC). Responsibilities include leading the interactions with customers in these areas and ensuring that their needs are met, while leading the staff in the organization in providing excellent customer support.
This individual will manage a team of approximately 30 staff and perform management functions including staff hiring, training and development, performance reviews and personnel actions. The person in this position will also have budget management responsibility, and will contribute to on-contract growth by leading and supporting program proposal and pricing activities. This individual will also lead projects as needed to upgrade, improve or enhance program services.
In addition, the person selected for this position will be responsible for enhancing the process for adding new Federal Component customers to the ESA V program and leading this onboarding process as new customers are added. This includes training the team supporting new customers on ESA V processes and operations, integrating them into these processes, and performing a technical debt assessment of the new customer’s environment. This also includes establishing customer engagement rhythms such as monthly reviews, and implementing additional customer and user engagement activities to enhance customer support quality.
Required Education & Experience:
Bachelor’s degree from an accredited college in a related discipline, with 8 years of prior relevant experience; or a Master’s degree with 6 years of prior relevant experience. Additional years of experience and/or relevant certifications may be considered in lieu of degree.
Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information.
Ability to obtain and maintain a Public Trust clearance.
US Citizenship is required.
Customer interface and support experience.
Project management skills and experience.
This position requires working in a fast-paced, dynamic environment.
Must be personable and articulate, and have experience working with customers to ensure that their needs are met quickly and effectively.
Must be a self-starter and motivator who can lead others.
Excellent communication skills are required to interface with customers and team members.
Outstanding leadership skills are needed to effectively lead the team.
Staff management experience
Technical background in IT or software
Experience working on-site with customers
Budget management experience
Experience in deskside support, digital forensics or special operations support
Government contracting experience, particularly with the DOJ
External Referral Bonus:Ineligible
Potential for Telework:No
Clearance Level Required:None
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Customer Support
Leidos is a Fortune 500®information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected]
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
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