Lead Technician/Queue Manager

Greenbelt, MD
Aug 11, 2022
Aug 16, 2022
Full Time
Description Job Description: More About the Role: Leidos currently has an opening for a Lead Tech/Queue Manager. You will serves as an escalation point providing solutions to challenging customer issues regarding hardware and software support/repair or installation. This is an exciting opportunity to use your experience helping the NASA/NEST mission. In this mission we provide end user computer, mobile and print support to NASA customers across the country. What You'll Get to Do: -Responsible for reviewing incoming incident tickets from the Tier 1 and Tier 2 teams to ensure the issue is properly documented and that initial troubleshooting processes have been followed. -Assigns incoming tickets to field technicians to ensure efficient resolution of customer issues. -Work independently to ensure the day-to-day operational activities are performed within the contract service level agreements. -Serve as the coordinator for implementing new project solutions at the client site. -On a regular basis you will communicate with clients, other field techs and senior technical personnel to develop solutions to technical problems. -Works closely with the Service Delivery Manager, Center Service Delivery Lead, Center Operations Manager to ensure awareness of complex/critical issues at the Center. -Other duties as assigned. You'll Bring These Qualifications: -Requires a High School Diploma 2-4 years of relevant experience. -Must be able to obtain a Public Trust Clearance. -Prior experience in an Information Technology support role. Preferred Qualifications: -Proven written and oral communication skills. -Experience interacting with senior level managers and customers. -Experience working in a fast paced environment with competing priorities. -Prior queue management background. -Service Now experience. Pay Range: Pay Range - - 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.

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