Service Desk Manager; USAF Cloud One

Description

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 help modernize a leading global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Location: Hanscomb AFB in Bedford, MA

• Manage service desk based on industry leading standards
• Lead a group of 5-15 Help Desk
• Prioritize and resolve IT concerns and elevate 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

• 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

• 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
• Interim Secret clearance required to start;
  Ability to obtain Secret clearance required to maintain employment
• US citizenship required
• Certifications:
  
  CompTIA Security+ or equivalent (IAT-2)

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

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.