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IT Services Manager

1 month ago

Washington, Washington, D.C., United States Leidos Full time
Job Summary

We are seeking a highly skilled and experienced IT Services Manager to join our team at Leidos. The successful candidate will be responsible for overseeing the delivery of IT services to a Federal customer within the Department of Justice.

Key Responsibilities:

  • Manage a team of technicians providing day-to-day IT services to a wide range of customers across multiple facilities in the Washington DC area.
  • Interface daily with Federal customers, including political appointees, to ensure they receive the best possible IT services.
  • Lead a team that supports a range of customers, including VIP customers, and provides platinum-level support.
  • Manage escalation and hand-off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs).
  • Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details.
  • Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
  • 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 provide timely responses to customer and Leidos email data calls and requests.
  • Responsible for hiring, employee recognition, and overall team performance.

Requirements:

  • Bachelor's Degree plus 4- years of experience. High school diploma with an additional 4 years of experience may be considered in lieu of a degree.
  • Prior Leadership experience.
  • A strong IT services background, with 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.
  • U.S. Citizen.
  • A thorough understanding of how to manage a team of technicians supporting multiple diverse end-user systems while meeting Service Level delivery targets.
  • Excellent written and verbal communications skills.
  • Ability to multitask and function in a quick-paced environment.
  • Experience leading organizations performing IT Operations.
  • Strong experience with service, incident, and problem management.
  • Demonstrated experience with a modern service ticketing system such as ServiceNow.

Desired Qualifications:

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