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Leidos Job Title
Customer Service Manager


Job Description

Job Description:

The Customer Service Manager is responsible for overseeing the 24/7 Tier 1 personnel who monitor and support the FBI’s network circuits, systems, and server. The candidate will lead the team in troubleshooting and problem solving using on-the-job experience, documentation (SOPs), knowledge bases, and deployed network and IT management tools. The Customer Service Manager will manage shift schedules to achieve optimal coverage, addresses personnel issues that may arise from time to time, and maintains team morale.

Primary Responsibilities

Provide program oversight

Ensure day- to -day help desk and systems monitoring for all sites

Manage Tier 1 Service Manager incident queue

Work with Incident Manager in verifying the resolution of critical incidents

Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance

Ensure Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction

Understand and function within Service and Operation Level Agreements with customers and solver groups

Interact with management to facilitate timely problem resolution

Work with Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures

Ensure Quality Control is done by analyzing HP Service Manager incident progression to improve customer service to meet and exceed customer expectations

Identify Performance requirements

Review and analyze metric reports and other supporting reports

Approve implementation of performance improvements

Basic Qualifications

BS in Computer Science or Computer Engineering or 5 years of relevant experience in relevant areas or related fields, have demonstrated experience in Help Desk Support Services

Knowledge of ITIL process and Industry best practices

Knowledge in the use of and application of metrics to increase efficiency and solve issues.

Experience leading teams

Demonstrated ability to effectively communicate verbally and in written form.

Independent worker who takes initiative to resolve critical incidents

Demonstrated ability to engage stakeholders and management to address critical incidents

Demonstrated ability to transcribe technical information into non-technical communication;

Preferred Qualifications

Technically proficient in FBI's IT environment

Strong working knowledge of computer networks, servers, and operating systems

Proficient in problem/incident management

External Referral Bonus:Eligible

Potential for Telework:No

Clearance Level Required:Top Secret


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Customer Support

Leidos is a Fortune 500®information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. For more information, visit www.Leidos.com.
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 here.

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com.

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.

REQNUMBER: R-00043159

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

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