More About the Role:
The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Manager to support efforts for the OCONUS Enterprise Network (ONE-Net) portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Yokosuka, Japan.
 
NGEN-R SMIT is the largest IT services program for the Navy; inclusive of cybersecurity services, network operations, service desk, and data transport. Leidos supports 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.

This position is responsible for assisting the ONE-Net Enterprise Service Desk (ESD) Operation Manager in managing daily service desk activities in a Follow-the-Sun model with physical service desks located in Naples, Italy and Yokosuka, Japan.  The individual hired for this role must possess strong organization and communication skills, with the ability to take data from a variety of sources and organize it in a way that is indexed, searchable, and easily accessible.  The candidate will need to exhibit an understanding of Service Levels specific to the Navy OCONUS project. The candidate will be responsible for developing feedback loops to be used throughout the ESD to measure and improve services specifically relating to Incident Management and Request Fulfilment. The candidate must be experienced in harvesting data from BMC Remedy and providing ADHOC reports to service desk agents and program and client leadership.

What You'll Get to Do:

•Ensure that all Remedy ticket templates have clearly defined Service Level Objectives and operate in a way that can be accurately measured against Service Level Requirements.

•Ensure that Operational Staff are trained on all Service Levels and are provided with dashboards or reports to assist with adherence to Service Level Requirements.

•Review and analyze daily actual performance to agreed-upon Service Level Requirements and report and react to defects promptly to negate defective trends.

•Identify and implement actions obtained by the monitoring and measurement of feedback loops and champion activities for improvement.

•Conduct trend analysis to ensure historical data is used to predict future patterns and outcomes.

•Review, analyze, prioritize, and recommend improvement opportunities for each physical service desk location.

•Act as a Subject Matter Expert to develop and analyze existing and new processes, procedures, and methods to achieve service improvement by standardization, improvement, simplification and retirement of unneeded workflows.

•Assist ESD Operations Manager in Continual Service Improvement projects.

•Report weekly trend analysis reports to the OCONUS Program Director.

•Establish and maintain transparent and respectful working relationships with Client and Program Management leadership, and subordinates.

•Work with OCONUS Operations personnel to ensure that comprehensive knowledge transfer activities associated with each Service Desk related to daily tasks are successfully conducted.

•Identify and document skill enhancements/training needed based upon observation of actual performance versus documented site Standard Operating Procedures (SOPs).

•Work in a fast-paced environment with teammates and stakeholders dispersed over multiple continents while maintaining project scope and the ability to influence change to achieve successful project outcomes.

•Establish and maintain relationships with the Regional Operation Managers ensuring that performance of Service Levels are effectively managed and monitored and issues are dealt with promptly and in line with contractual obligations.

You'll Bring These Qualifications:

•Bachelor's Degree and 4-8 years of previous relevant experience; or, Master's degree with 2-6 years of previous relevant experience.  An additional four years of previous relevant experience can be used in lieu of Bachelor's Degree.

•Must be a U.S. Citizen and possess an active DoD Secret Clearance.

•Compliant with DoD 8570 IAT Level II (Security+, CCNA Security, etc.).

•Experience with BMC Remedy and experience reporting trends successfully in an ITSM environment.

•Experience with ITILv3/4 modules in relation to Incident Management and Request Fulfilment.

•Experience with supporting large IT programs spread across larger geographical areas.

•Experience with creating various documents needed in a mature ESD environment, for example, ticket templates, staff schedules, process alignments, service mappings, SLAs, and OLAs.

•Expert knowledge of ITIL Service Operations in relation to the Incident Management lifecycle, and Request Fulfillment processes.

•Possess, or ability to obtain within six months, ITIL Foundations v3 or v4 certification.

These Qualifications Would be Nice to Have:

•PMI Project Management Professional (PMP).

•Experience with Microsoft VISIO and Microsoft EXCEL.

•Experience working on Department of the Navy Contracts.

•Motivated self-starter with strong written and verbal communication skills.
 

NGEN

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.

Original Posting:

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.

Pay Range:

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.