Desktop Support Manager

Description

Leidos has an opening for a Desktop Support Manager on the AFNCR IT Services program located at Joint Base Andrews (JBA) in Maryland. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

The Desktop Support Manager is responsible for leading a team of technicians providing AF users client service, repair and/or support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes    

Primary Responsibilities:

• The candidate will lead a team of approximately 12 technicians providing support at JBA. The Desktop Support team will support all desktops and multi-functional devices at JBA, Alternate Sites, and Event/Conferences.

• Desktop Support handles approximately 4000 NIPR desktops, laptops, and tablets; and approximately 250 SIPR desktops.

• Desktop Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support and assisting with reporting network performance metrics using Remedy Action Reporting System.

• Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.

• Work with program hardware and software license manager to track as required.

This is a leadership position that manages the scheduling, performance and timekeeping for a team of approximately 20 Leidos and subcontractor employees that:

• Perform analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required SLA's.

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment.

• Where required, administer and resolve issues with associated end-user workstation software products.

• Receive and respond to incoming calls, e-mails, instant messages, and voicemails.

• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

• Accurately document and update all assigned incident tickets.

• If necessary, liaise with third-party support and PC equipment vendors.

• Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting.

• Analyze, identify, resolve VPN, outlook, and network access issues.

• Utilize Active Directory to manage user's accounts.

• As a leader, this position requires that the candidate:

• Develop and institute efficient processes to provide quality support while reducing costs.

• Monitor and manage financial data.

• Ensure compliance with program KPI requirements.

• Work closely with the Pentagon Desktop Support Manager to standardize processes, augment team and improve support to customers.

Basic Qualifications:

• Currently possess an active DoD Secret security clearance.

• Requires a BA/BS or equivalent experience and 6+ years of prior relevant experience or Masters with 4+ years of prior relevant experience. Additional years of experience accepted in lieu of a degree.

• Security+ CE Certification or equivalent.

• Familiar with use of standard ITSM tools such as BMC Remedy.

• Experience leading Information Technology Support staff.

Preferred Qualifications:

• Experience with the DoD AFNCR IT Services program.

• Strong communication skills (both verbal and written).

• Experience with the DoD AFNCR IT Services program.

• Comfortable discussing technical information with users and other support personnel.

• Ability to quickly learn new systems and IT concepts.

• Strong organizing, problem solving and decision-making skills.

• Ability to work autonomously as well as an integral member of a leadership team.

• ITIL certification.

Original Posting Date:

2024-03-11

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:

Pay Range $61,750.00 - $111,625.00

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.

About Leidos

Leidos is a Fortune 500 innovation company rapidly addressing the world's most vexing challenges in national security and health. The company's global workforce of 47,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023. For more information, visit www.Leidos.com.

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. More details are available here.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Diversity

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.