More About the Role:
Leidos is looking for a Service Delivery Lead at the Johnson Space Center (JSC) in support of the NASA End-user Services & Technologies (NEST) contract. Responsible for planning, organizing, securing and managing resources to bring about the successful completion of specific program goals and objectives. Duties may include ensuring that all functions run within scope, time and budget constraints. Interfaces with task and functional leaders, subcontractors, and support personnel.
The Center Service Delivery Lead position services as the primary day to day supervisor of all compute, mobility, and print service delivery tasks at your assigned site(s). This includes managing incident and service requests, ticket queues and staff assignments.
What You'll Get to Do: -
-Lead a team of technicians and equipment operators to successfully meet end user IT service level agreements.
-Interact daily with subcontractors performing end user desktop, mobile and print services.
-Serve as Initial escalation point for customers regarding service issues/questions.
-Review tickets in Service Now to ensure service is delivered within the agreed upon time frames.
-Work with subcontract vendors to ensure staffing levels are maintained at the Center, review resumes, conduct interviews and approve new subcontract hires.
-Interact with Enterprise Service Delivery Manager and Center Operations Manager to escalate customer/performance/staffing issues.
-Interact Center Technical Manager (CTM) and other government points of contacts.
-Provide monthly reporting on Center metrics, discuss with CTM any exceptions to monthly metrics
-Other duties as assigned.
You'll Bring These Qualifications: Requires a Bachelor’s Degree and 4-8 years of prior relevant experience. Must be able to obtain a Public Trust Clearance.
These Qualifications Would be Nice to Have:
-Proven written and oral communication skills.
-Previous experience leading a large group of subcontractors to deliver IT services.
-Experience interacting with senior level managers and customers.
-Experience working in a fast paced environment with competing priorities.