Service Desk Manager - Remote Eligible

Service Desk Manager

Leidos was awarded U.S. Air Force Cloud One Architecture and Common Shared Services contract and is currently seeking a Service Desk Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience to help modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Primary Responsibilities Could Include:

• Manage service desk based on industry leading standards
• Lead a group of 5-15 Help Desk
• Prioritize and resolve IT concerns and escalate as needed
• Participate in initiatives to reduce the number of human service desk interactions needed over time
• Provide support across multiple channels (e.g., phone, chat, self-service portals)
• Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers
• Manage 24/7/365 Service Desk for C1 services and support operations
• Support testing/validation as needed
• Document processes/lessons learned and maintain service desk records
• Provide health and status monitoring
• Document and communicate outage information to co-workers and customers

Technical Leadership:

• Partner with business stakeholders to understand requirements and translate them into technical solutions
• Present recommendations to executive leadership
• Mentor, guide and supervise teams for related activities
• Lead reviews and provide guidance on complex technical decisions
• Prepare detailed technical documentation to support development and operational processes
• Collaborate with team members and provide mentorship to junior staff, fostering a learning environment
• Act as the Service Desk manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements

Basic Qualifications:

• Bachelor's and five (5) years or more of experience; Master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
• 2+ years of previous experience supervising teams and/or projects
• Active Secret clearance at a minimum required to start
• US citizenship required
• Certifications: CompTIA Security+ or equivalent (IAT-2)

Preferred Qualifications:

• Experience with USAF Cloud One or Platform 1
• Experience with Knowledge Management
• Cloud certifications in AWS, Azure, Google, or Oracle clouds