Service Desk ManagerLeidos
179 reviews
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Farmington Hills, MI
Description:
Leidos has a career opening for a Service Desk Manager who will provide management support for the USDOT Connected Vehicle Core System’s Service Desk.
JOB SUMMARY:
The Service Desk is the hub for the connected vehicle community to request information, schedule connected vehicle testing at the facility, and request technical support with connected vehicle applications & development. The candidate will be responsible for ensuring that customer service requests are fulfilled in a timely manner. This position requires a technical aptitude and the candidate may also be responsible for completing some of the requests.
PRIMARY RESPONSIBILITIES:
- Manages the Service Desk and all incidents and service requests initiated by the customer.
- Develops, documents, and implements all policies related to the management of the Service Desk.
- Develops, documents, and implements a comprehensive change management policy for all IT assets related to the CVCS program.
- Develop and manage the Service Desk’s Service Catalog.
- Work with Subject Matter Experts to gain an understanding of their roles and backfill their positions as required supporting time-off / surging support. This can include tasks such as configuring Dedicated Short Range Communication devices or some system administration tasks.
- Support Connected Vehicle Core System user’s efforts in their testing and development of connected vehicle applications.
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Qualifications:
Bachelor’s degree in a technical discipline from an accredited college or university is required and 4-8 years of relevant experience.
- Service Desk operations / Change Management
- Working knowledge and understanding of ITIL is required.
- Experience with Linux, basic networking, and server administration is a plus.
- Experience with Samanage Service Desk software is a plus.
- Experience with software development, ASN.1, SAE J2735 and IEEE1609.2 – 4 a plus
Leidos Overview:
Leidos is an applied solutions company focused on markets that are seeing converging business and technological trends, and address basic, enduring human needs: defense and national security, health and life sciences, and energy, engineering and infrastructure. The Company’s approximately 20,000 employees serve customers in the U.S. Department of Defense, the intelligence community, the U.S. Department of Homeland Security, other U.S. Government civil agencies and commercial health and engineering markets. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.
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179 reviews
For more than 40 years we have been tackling some of the biggest problems that face our nation and our world. We bring a mix of innovative…
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