Job Description
Description
Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the IPM. The ESD Manager is responsible for ensuring the ESD meets all required service levels and the development and maturation of phone and email ticket escalation process to ensure free flowing escalation and information within the organization.
Basic Qualifications - Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.
- 2+ years of experience supervising or leading teams or projects.
- HDI certification (workforce management principles and service center manager) SLA experience
- "Center of Universe" experience across all ITSS scope
- ACD/IVR experience
- Experience with "shift left" self-service
- KM experience
- ITIL experience (ITIL 4 foundations)
- 5 to 7 years of SD experience
- Understanding of bots/virtual assistants/etc.
- Must be able to obtain a Public Trust clearance.
Original Posting Date: 2024-05-22While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range: Pay Range $78,000.00 - $141,000.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
About Leidos Leidos is a Fortune 500® innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit .
Pay and Benefits 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 .
Securing Your Data Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other person a l information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected] .
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .
Commitment to Diversity 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.
Job Tags
Local area, Immediate start, Remote job, Shift work,