Job Description

Description

Looking for an opportunity to make an impact? Leidos is hiring a Mission Support Services Program Manager to join the team!

The Mission Support Services Program Manager is responsible for strategizing and managing all resources within the Mission Support Services organization which includes more than 10 Contact Centers (managing approximately 250 personnel in a hybrid environment - onsite and virtual), including the Leidos Corporate IT Service Desk (serving over 44k employees). This position is located in Clinton, MS or Albuquerque, NM and responsible for establishing the strategy and driving the contact center capability to customers and across the Leidos organization for new business and growth.

Location: Preferred location will be the Clinton, MS or Albuquerque, NM area, however all qualified candidates throughout Leidos will be considered as long as they are able and willing to travel as needed.

Primary Responsibilities Include (but not limited to):

• Lead & Manage 5 direct reports (subject to change)
• Excellent communications, detail-oriented and critical thinking to translate business requirements into IT system requirements.
• Experience in managing multiple contact centers with conflicting or parallel needs, maximizing staff, service design and evolving customer needs.
• Provide a transparent, well documented, and compliant contact center experience for both internal Leidos and government customers.
• Serve as the Leidos primary representative to the Government on all Enterprise Service Desk related matters.
• Develop a customer care philosophy that ensures customer satisfaction.
• Build and retain a qualified team through hiring and training to maximize effectiveness.
• Maximize buy-in from customer to improve return on investment.
• Develop strategy, processes and procedures that support execution of Service Desk activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting scheme to enable the establishment of appropriate touch points and engagements.
• Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices that advances the innovative vision and strategy.
• Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge, and profitability based on Service Desk performance metrics.
• Establish functional lines of support, communication, and authority between government leadership, Leidos, and other third-party customers.
• Define, support, manage, and maintain Service Level Agreements (SLAs) for each service in the Service Catalog.
• Establish KPI metrics, reports and goals that aligned with the customer\xe2\x80\x99s long-term strategic direction agencies ensuring customer service and productivity levels are achieved.
• Responsible for Leidos and contract compliance trainings and operational procedures.
• Develop business rhythms with the PMO for finance, staffing models, contract internal agreements, proposal support, cost models and other programmatic responsibilities.
• Working knowledge of development of policies including in creation of procedures and business operations (SOPs/IOPs).
• Ability to lead meetings, prioritize, resolve conflicts, maintain issues list and manage assign workload.

Required Qualifications:

• Bachelor\'s degree with 8+ years of overall relevant experience with 6+ years of specific experience managing or leading Service Desk tasks for a large-scale Enterprise Service Desk with defined Service Level Agreements such as first call resolution and abandonment rate. High school diploma with additional relevant experience may be considered in lieu of degree.
• Demonstrated experience with ITSM and/or CRM suites such as ServiceNow.
• Demonstrated experience with telephony systems such as NICE InContact, AWS Connect or Avaya.
• Demonstrated experience implementing service improvement processes in response to performance metrics or service level agreements.
• Demonstrated experience leading, directing, and evaluating task execution and performance exercising latitude and independence of the team to implement solutions as expected.
• Ability to obtain and maintain a Public Trust security clearance or higher.
• Ability to work in a highly visible environment that requires constant written and verbal communications including white glove customer service.

Preferred Qualifications:

• Possess Help Desk Institute (HDI) certifications, such as Support Center Manager.
• Successfully completed ITIL Foundations and ITIL Practitioner certifications.

Pay Range: Pay Range $118,300.00 - $182,000.00 - $245,700.00

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.

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