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Support Services Lead

Company: Leidos
Location: Stennis Space Center
Posted on: September 14, 2021

Job Description:

Description

Job Description:

The Department of Homeland Security (DHS) has a continuing requirement for Secure Enterprise Network Systems, Services, & Support (SENS3) for the continued operations and maintenance and evolution of the Homeland Secure Data Network (HSDN) and the Classified Local Area Network (C-LAN).

Primary Responsibilities

  • The candidate will support the SENS3 contract and function as the lead for the Support Services Department located at the Intelligence Enterprise Operations Center in Stennis, Mississippi. 
  • The Support Services Lead is responsible for ensuring the Support Services teams operate with efficiency, professionalism, accuracy and meet their individual team obligations and deliverables. 
  • The Support Services teams include Change Management (CM), Business Requests (BRs), Service Level Agreements (SLAs) represented at the Stennis, Mississippi location. 
  • The Support Services Lead is responsible for ensuring adequate daily staffing is maintained to provide consistent and prompt customer service. 
  • The lead is responsible for ensuring accuracy with all internal and external reporting and documentation to include customer documentation output as well as internal metrics and deliverables. 
  • The Support Services Lead is responsible for supporting ongoing cross training efforts that ensure redundancy for tasks regularly completed by each team.   
  • The Support Services Lead is responsible for continually auditing all processes to further refine and streamline all assignments fulfilled by each team. 
  • The Support Services Lead is expected to maintain current and thorough training / SOP documentation that captures all tasks and processes regularly accomplished or completed by each support services team.  
  • The Support Services Lead will work in conjunction with other site leads to provide overall mission collaboration and support.

Basic Qualifications

  • Hold an active TS/SCI Security Clearance
  • BS degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience. Additional experience may be considered in lieu of degree
  • Minimum of 5 years of Information Technology experience.
  • Proven experience with Change Management procedures, workflow and adjudication
  • Strong customer service experience
  • Proven ability to work with directly with engineers and project managers
  • Proven team building experience
  • Evidence of implemented and successful process improvement initiatives
  • Proven experience in creation of continual service improvement documentation
  • Proven knowledge and experience in both Remedy and ServiceNow ticketing systems
  • Proven knowledge of standard Business Request workflow within a DHS contract
  • Strong experience with Microsoft Office products

Preferred Qualifications

  • Experience producing SLA calculations and deliverables
  • Admin and developer experience with Remedy software ticketing system
  • Admin and developer experience with ServiceNow software ticketing system

External Referral Bonus:

Eligible

External Referral Bonus $:

5000

Potential for Telework:

Yes, 10%

Clearance Level Required:

Top Secret/SCI

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Standard Plus On Call

Requisition Category:

Professional

Job Family:

Customer Support

Pay Range:

Keywords: Leidos, New Orleans , Support Services Lead, Other , Stennis Space Center, Louisiana

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