Address
Form of work
SalaryDescription
Leidos is seeking a Help Desk Supervisor to oversee our MFLC Help Desk operations, providing critical support to our MFLCs (Military Family Life Counselors) who offer counseling and assistance to our armed services members and their families. The successful candidate will be responsible for managing the Help Desk team, ensuring efficient operation, and delivering high-quality support to our counselors in the field.
Primary Responsibilities
Utilize extensive knowledge of ServiceNow to lead and improve IT Help Desk operations, ensuring optimal use of its features for incident management, request fulfillment, and reporting.
Guide, mentor, and supervise a team of IT Help Desk professionals, fostering an environment of continuous improvement and learning.
Ensure the team provides timely and effective resolution of IT issues and requests, enhancing user satisfaction and productivity.
Streamline Help Desk processes through ServiceNow, implementing best practices for IT service management (ITSM).
Participate in IT strategy sessions, suggesting ways to leverage ServiceNow to achieve IT and organizational objectives.
Act as a liaison between the IT department and other business units, ensuring IT support aligns with business needs.
Monitor and enforce compliance with IT policies and procedures, ensuring data security and privacy standards are met.
Basic Qualifications
Bachelor’s degree and 4+ years of experience in a Help Desk environment with proven managerial experience, additional years of experience will be acceptable in lieu of a degree.
Minimum of 4 years of IT support experience, with at least 2 years in a supervisory role.
Proven strong leadership skills with the ability to motivate and develop a high-performing team.
Customer service-oriented with a problem-solving attitude.
Effective communication skills, capable of engaging with both technical and non-technical stakeholders.
Excellent problem-solving skills and a customer-oriented mindset.
Proficient with MS Excel, Outlook, PowerPoint, and MS Word.
Proven expertise in ServiceNow, with certification highly preferred.
Experience in ITIL or similar IT service management frameworks, with certification regarded favorably.
Preferred Qualifications
Military experience, including Military Spouse, Veteran, or past DoD experience strongly desired.
Original Posting Date:
2024-03-11While 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 $61,750.00 - $111,625.00The 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.
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