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Leidos
Lanham, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosGeneral Dynamics Information Technology
Washington, DC, United States
Req ID: RQ174580 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: None Job Family: Business Operations Skills: Analytical Thinking,Customer Satisfaction,Leadership Experience: 10 + years of related experience US Citizenship Required: Yes Job Description: We are currently seeking an Enterprise Service Desk Manager with
Job Source: General Dynamics Information TechnologyLeidos
Upper Marlboro, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosLeidos
Alexandria, VA, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosLeidos
College Park, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosLeidos
Riverdale, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosLeidos
Temple Hills, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosLeidos
Bowie, MD, United States
Description Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the I
Job Source: LeidosGlenn Dale, MD, United States
Description
Leidos is seeking a Enterprise Service Desk Manager. The Enterprise Service Desk Manager will take on day-to-day management of the call center staff and activities. The Enterprise Service Desk Manager will act as the escalation point of contact for all customer-reported incidents and requests and will report escalated incidents to the IPM. The ESD Manager is responsible for ensuring the ESD meets all required service levels and the development and maturation of phone and email ticket escalation process to ensure free flowing escalation and information within the organization.
Basic Qualifications
Requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience.
2+ years of experience supervising or leading teams or projects.
HDI certification (workforce management principles and service center manager) SLA experience
Center of Universe experience across all ITSS scope
ACD/IVR experience
Experience with shift left self-service
KM experience
ITIL experience (ITIL 4 foundations)
5 to 7 years of SD experience
Understanding of bots/virtual assistants/etc.
Must be able to obtain a Public Trust clearance.
Original Posting Date: 2024-05-22 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 $78,000.00 - $141,000.00 The Leidos pay range for this job level is a general guideline onlyand 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.
Email Alert for Enterprise Service Desk Manager jobs in Glenn Dale, MD, United States
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