SMIT Service Desk Technical Lead (NNPI/SIPR)
Leidos, Norfolk, VA, United States
Description
The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.
Primary Responsibilities
Monitor Teams Chat to assist Tier I Agents
Assist with training sessions and performance progression
Prepare for, lead, and follow up on technical training sessions
Track agent performance
Assist Supervisor with ticket analysis
Research mishandled tickets that get sent back to the team
Provide escalation follow-up
Mentor and provide operational support to agents
Coordinate with OST to ensure additional operational support coverage for the team
Coordinate knowledge development and dissemination, leading Service Desk Tier I team toward delivery of organizational goals
Position team toward delivery of Enterprise metrics
Assist and train SvD agents
Provide environment for continued agent development
Communicate effectively with peers and complementary support groups for maximum efficiency in meeting SLRs
Basic Qualifications
High school education or equivalent and 1-3 years of general experience, or equivalent combination of experience and college level education
Minimum of 6 months of tenure with the NMCI Service Desk
Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
8570 certification – CompTIA Security+CE
Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role
Ability to attain Flank Speed Tier 1.5 qualification within 30 days
Superior skills in both written and verbal communication
Proficiency with Microsoft PowerShell
Strong problem-solving skills
Advanced knowledge of computer and networking technology
Ability to effectively document issues, troubleshooting steps, and resolutions implemented
Understands NMCI internal structure, processes and tools
Proficient with HPSM ticketing and Knowledge Management System
Must be a US Citizen
Able to work assigned shifts as needed, including overnights and weekends
Preferred Qualifications
Candidates with Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience; 2 years of experience on NMCI Service Desk
Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
Candidates with strong metrics in PAR and AHT
Proactive learner who takes ownership of their own growth and career development
Pay and Benefits
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.
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 responsibilities of the job, education, experience, knowledge, skills and abilities, internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Commitment to Non-Discrimination
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.
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The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.
Primary Responsibilities
Monitor Teams Chat to assist Tier I Agents
Assist with training sessions and performance progression
Prepare for, lead, and follow up on technical training sessions
Track agent performance
Assist Supervisor with ticket analysis
Research mishandled tickets that get sent back to the team
Provide escalation follow-up
Mentor and provide operational support to agents
Coordinate with OST to ensure additional operational support coverage for the team
Coordinate knowledge development and dissemination, leading Service Desk Tier I team toward delivery of organizational goals
Position team toward delivery of Enterprise metrics
Assist and train SvD agents
Provide environment for continued agent development
Communicate effectively with peers and complementary support groups for maximum efficiency in meeting SLRs
Basic Qualifications
High school education or equivalent and 1-3 years of general experience, or equivalent combination of experience and college level education
Minimum of 6 months of tenure with the NMCI Service Desk
Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
8570 certification – CompTIA Security+CE
Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role
Ability to attain Flank Speed Tier 1.5 qualification within 30 days
Superior skills in both written and verbal communication
Proficiency with Microsoft PowerShell
Strong problem-solving skills
Advanced knowledge of computer and networking technology
Ability to effectively document issues, troubleshooting steps, and resolutions implemented
Understands NMCI internal structure, processes and tools
Proficient with HPSM ticketing and Knowledge Management System
Must be a US Citizen
Able to work assigned shifts as needed, including overnights and weekends
Preferred Qualifications
Candidates with Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience; 2 years of experience on NMCI Service Desk
Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
Candidates with strong metrics in PAR and AHT
Proactive learner who takes ownership of their own growth and career development
Pay and Benefits
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.
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 responsibilities of the job, education, experience, knowledge, skills and abilities, internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Commitment to Non-Discrimination
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.
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