Help Desk Manager

Leidos UK

Chantilly, VA, United States
Base: $116,350.00 - $210,325.00; bonus/equity: not...
Manage daily help desk operations
Lead level ii help desk technicians
Monitor help desk performance metrics
Responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards

Job Summary

  • Responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.
  • Manage daily help desk operations, ensuring 24/7 coverage and lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations.
  • At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it.

Matching Summary

Responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.

Salary

Base: $116,350.00 - $210,325.00; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Manage daily help desk operations
  • Lead Level II Help Desk Technicians
  • Monitor help desk performance metrics
  • Troubleshoot and resolve technical issues
  • Develop partnerships with cross-functional teams
  • Communicate with senior-level clients

Nice-to-have

  • Outthink, outbuild, and outpace
  • Disrupt, provoke, and refuse to fail
  • Not hiring followers

Key Requirements

  • Bachelor's degree and 6-8 years relevant experience
  • Master's degree with 2-4 years relevant experience
  • Familiarity with Oracle IdAM suite
  • Experience scripting in Linux environment
  • Deep understanding of COTS integration

Work Rights

Not specified

Tailored Resume

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