Field Services Queue Management Supervisor

Field Services Queue Management Supervisor

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Description

Job Description:

Job Description

NGEN is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT) portion of NGEN, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

Job Summary:

Leidos is seeking a Queue Management Supervisor to support Field Services as one of the key members of the Service Desk team. The candidate will be responsible for providing day to day supervision to assigned Queue Managers responsible for ticket lifecycle management.

Primary Responsibilities

• Plan, direct, and monitor operational/tactical activities of the team
• Act as the Service Desk point of contact into the Field Services queue
• Provide Subject Matter Expertise and technical leadership for queue managers
• Act as chief point of contact for team members as a frontline escalation point regarding queue management issues
• Responsible for staffing, performance feedback and coaching, and managing administrative duties for direct reports

Basic Qualifications

• DoD Secret Clearance
• BS degree in Computer Science, Engineering, Business and 4 years of prior relevant experience. Will accept HS diploma with 6 years of prior relevant experience in place of degree
• Valid DoD 8570 IAT Level II: Network +, Security+ or higher certification
• Demonstrated expertise in queue management administration
• Demonstrated expertise in producing Enterprise level metrics and reporting
• Excellent oral and written communication skills

Preferred Qualifications

• Detailed knowledge of ticket lifecycle management
• Organized and detail-oriented
• Strong collaboration, prioritization, and adaptability skills
• Ability to manage and prioritize tickets

External Referral Bonus:
Ineligible

Potential for Telework:
Yes, 75%

Clearance Level Required:
Secret

Travel:
No

Scheduled Weekly Hours:
40

Shift:
Day

Requisition Category:
Manager

Job Family:
Systems Administration

Pay Range: