Enterprise Service Desk (ESD) Team Lead

Posted on May 18, 2019 by Leidos

Hillsboro, OR 97123
Call Center & Customer Service
Immediate Start
Annual Salary
Full-Time

Job Description:

Do you want to grow your career and be part of a team solving critical challenges that affect the world?

Leidos Civil is leading the way in solving internationally pressing issues, including:

- Aviation - Guiding the world's air traffic, managing 43,000+ flights for 2.5 million passengers per day

- Logistics & infrastructure support - Operating infrastructure for large-scale nuclear cleanup efforts

- Cybersecurity - Monitoring advanced threats; managing security services and utility command and control centers

- Facility management & operations - Operating the world's longest supply chain to Antarctica

- Energy engineering - Restoring power during hurricane efforts; helping communities achieve significant energy savings

- Environmental management - Delivering innovative environmental solutions and wildlife conservation plans

- IT infrastructure modernization - Helping 2+ million citizens recover from identity theft; maintaining global biometrics systems

- Transportation security solutions - Securing U.S. borders with 1200+ radiation and explosive monitors; designing vehicle solutions that save lives, reduce congestion, and boost fuel efficiency

If you desire to be an integral part of a dynamic team of science and technology leaders, then Leidos Civil is the place for you!

Protect yourself and your family, with the benefits of working for a world-class employer.

When you join Leidos, you join a Fortune 500 company and one of Ethisphere Institute's "World's Most Ethical Companies"

Leidos...Practical Answers for a Complicated World

Leidos is seeking qualified candidates for the role of Enterprise Service Desk (ESD) Team Lead, in support of the U.S. Army Corps of Engineers (USACE) - Information Technology (IT) program. The Army Corps of Engineers - Information Technology (ACE-IT) provides secure enterprise-wide IT and information management support services to more than 37,000 USACE end users located throughout the Continental U.S. (CONUS) and outside the Continental U.S. (OCONUS). ACE-IT is the enterprise IT service delivery team for the U.S. Army Corps of Engineers, supporting mission requirements using a site-specific support model aligned along the USACE Regional Business Centers.

ACE-IT provides direct on-site command and control, coordination, planning, and operations and maintenance support for routine and emergency IT services. Leidos is actively seeking personnel to support USACE headquarters locations in Washington, DC; Vicksburg, MS; Huntsville, AL; and Hillsboro, OR; across other USACE locations; and virtual positions.

The ESD Team Lead, located in Hillsboro, Oregon, will provide second tier resolution and support the staff and management team at the Enterprise Service Desk (ESD) for the U.S. Army Corps of Engineers Information Technology (ACE-IT) - Supporting 55 major sites. The ESD Team Lead will ensure that service levels are achieved in line with the service level requirements and that customer expectations are met or exceeded.

The ESD Team Lead reports directly to the Deputy Service Desk Manager.

*Intended Work schedule: 12:00 pm to 9:00 pm*

Primary Responsibilities

The ESD Team Lead is responsible for second tier ticket resolution and high quality customer service in support of ACE-IT. The ESD Team Lead provides administrative support to the service desk staff under guidance and direction from the Deputy Service Desk Manager.

Responsibilities also include:
  • Provide effective two-way feedback to motivate high performance and productive environment.
  • Assist with technical issues as well as procedural questions to improve staff efficiency and effectiveness, facilitating collaborative issue resolution.
  • Assist with customer escalations.
  • Prioritizes incidents and manages workflow for service desk to facilitate timely resolution and exceed customer expectations.
  • Create, update and maintains procedures as appropriate.
  • Participate in outage processes, posting and communication to analysts.
  • Serve as liaison for all Infrastructure issues to ensure coordination and resolution in a timely manner
  • Ensures leadership is aware of all escalations and dissatisfactions.
  • Conducts staff quality checks
  • Review and score analyst calls for quality and training purposes
  • Other duties as assigned.
Basic Qualifications
  • Relevant job experience, as well as strong customer contact experience.
  • Prior call center customer care experience, preferably in a technical environment.
  • Ability to communicate technical concepts to technical and non-technical audiences.
  • Ability to manage multiple concurrent projects.
  • Ability to take direction well and follow detailed instruction.
  • Ability to work independently.
  • Basic and advanced troubleshooting skills.
  • Must have a positive attitude, be engaged, accountable, and professional.
  • Positive, morale building attitude is a must.
  • Must be willing to work a non-standard shift or work week.
  • 8570 Compliance - Security+ and Computing Environment (CE) certifications
  • Secret Clearance required
Preferred Qualifications
  • Experience with help desk (24x7x365)
  • Experience with ITSM
  • ITIL Certification
  • Experience with Remedy

Reference: 708078657

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