End User Services Manager

3 weeks ago

Ft Washington, Maryland, United States Leidos Full time
Job Summary

We are seeking a highly skilled and experienced End User Services Manager to join our team at Leidos. As a key member of our IT Services team, you will be responsible for ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice.

Key Responsibilities:

  • Lead a team of technicians providing day-to-day IT services to a wide range of customers across multiple facilities in the Washington DC area, including three remote field locations.
  • Manage between 10 and 15 direct-report staff members, providing comprehensive desk side and audiovisual services, and periodic travel between sites within the local Washington, DC, area may be required.
  • Interface with the Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff.
  • Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details, and spearhead the creation and maintenance of a robust knowledge base.
  • Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity.
  • Establish a meeting rhythm with the customer End-User Service lead on a weekly basis, and deliver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team.

Requirements:

  • Bachelor's Degree plus 10+ years of experience, or High school diploma with an additional 4 years of experience may be considered in lieu of a degree.
  • Prior Leadership experience, with a strong IT services background, and past experience providing day-to-day IT services both as an individual contributor and as a leader.
  • Ability to obtain and maintain a public trust security clearance, and U.S. Citizen.
  • Excellent written and verbal communications skills, and ability to multitask and function in a quick-paced environment.
  • Experience leading organizations performing IT Operations, and strong experience with service, incident, and problem management.
  • Demonstrated experience with a modern service ticketing system such as ServiceNow, and a customer-first attitude.

Desired Qualifications:

  • Past experience with the Department of Justice, and experience supporting organizations involved in litigation.
  • ITIL certification, and PMP certification.

Salary: $100K - $110K

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