Help Desk Manager

GxNext is looking for a Help Desk Manager that would be 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 Duties:

• Manage the ongoing daily operations of the help desk ensuring 24/7 coverage
• Experience leading and managing II Helpdesk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations
• Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management, identifying areas for improvement and implementing strategies to enhance service quality and user satisfaction
• Experience defining team goals and leading staff to achieve desired results, while being held accountable for team performance
• Experience communicating with senior level clients
• Support coordination of resources during escalated off hour issues
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
• Develop partnerships with cross functional teams to help improve and shape how Technical Helpdesk will handoff work, partner on strategic initiatives and improve the customer experience.
• Provide weekly team and periodic 1:1 coaching to team members

Requirements/Qualifications:

• BS degree and 5+ years of prior relevant experience or Masters with 3+ years of prior relevant experience.
• Strong communication skills, both verbal and written
• Ability to quickly learn new software and IT concepts
• Strong problem solving and decision making skills
• Self-starter with an ability to work in a team environment and independently
• Intimately familiar with the COTS products that the program leverages: Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway
• Experience running and managing a Help Desk

Preferred:

• Oracle IdAM products (OAM, OIF, OID, OVD, OUD, OIM)
• WebLogic
• Linux/UNIX experience
• LDAPs
• PKI authentication

Original Posting Date:2024-12-30

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 $89,700.00 - $162,150.00

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.