Service Desk Manager (USAF Cloud One)

Description

Leidoswas awardedU.S. Air Force Cloud One Architecture and Common Shared Services contractandiscurrentlyseeking aService Desk ManagersupportingAWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experiencehelpmodernize a leading, global-scalemulti-cloud environmentin support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location:

This position will beon-site atHanscomb AFB in Bedford, MA.

PrimaryResponsibilitiesCould 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 ininitiativesto reducethe number of human service desk interactions needed over time

• Provide support across multiple channels(e.g.,phone, chat, self-service portals)

• Participate in initiatives toprovideself-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 andmaintainservice 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 recommendationsto executive leadership

• Mentor,guideand 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

MinimumQualifications

• Bachelor'sand five (5) years or more of experience;Master'sand three (3) years or more of experience.Additionalexperience may be accepted in lieu of degree.

• 2+ years ofpreviousexperience supervising teams and/or projects

• Interim Secret clearancerequiredto start; Ability to obtain Secret clearancerequiredtomaintainemployment

• US citizenshiprequired

• Certifications: CompTIA Security+ or equivalent (IAT-2)

Preferred Qualifications

• Experience with USAF Cloud One or Platform 1

• Experience withKnowledgeManagement

• Cloud certificationsin AWS, Azure, Google, or Oracle clouds

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While 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.

The Leidos pay range for this job level is a general guideline onlyand 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 an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

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 at www.leidos.com/careers/pay-benefits.

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 personal 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 LeidosCareersFraud@leidos.com.

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 Non-Discrimination

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.

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