Leidos Helpdesk Manager in ANDREWS AIR FORCE BASE, Maryland
The Defense & Intelligence Group of Leidos has a career opening for a Help Desk Manager at Joint Base Andrews in Maryland.
The Help Desk provides 24/7/365 network assistance and technical support to resolve user incidents, service requests, communications, computer, voice, network faults and outages, and incident resolution support. The Help Desk assign priorities based on the criticality of the incident, problem, or service level of the customer. The Helpdesk Manager is responsible for interacting with customers to handle service inquiries and problems. Duties may include examining customer problems and implementing appropriate corrective action to initiate a repair, a return or service the product in the field.
The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.
The Help Desk Manager oversees all Tier 1 technicians, analysts, and specialists providing technical support to all AFNCR customer requests and inquiries.
Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting problems.
The Help Desk Manager shall implement processes and improvements to support Platinum, Gold, and Silver Customer Service Levels.
-BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years or prior relevant experience.
- Required certification- Help Desk Institute (HDI) certificate
-Currently possess an active DoD Secret security clearance with the ability to obtain a Top Secret level clearance.
- -Generally has 4+ years of experience supervising or leading teams or projects.
Military experience and comfortable working with Senior Military Leaders.
Clearance: TS Eligible
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. 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.