Operations Manager
Washington, DC

Job Description

Job Description:

The ESA IV program provides the Antitrust Division (ATR) of the Department of Justice customers with managed information technology services and secure technology solutions, including managed service desk, managed print, and end-user support, etc. The program provides a full breadth of IT and data solutions, including hardware and software acquisition; desktop PC maintenance and support; application server management; overall system security; help desk services; disaster recovery planning and preparation; data center and new technology insertion; etc.

Leidos is looking for an experienced Operations Manager for the ESA IV program to assist its Program Manager, Service Delivery Manager, and End User Services Manager with ensuring successful operational and development projects for its Managed Service Desk. The Managed Service Desk reports provide Leidos and ATR with situational awareness and performance indicator and trends to ensure successful program operations, including:

* Daily situational awareness report containing key performance metrics and items of note from the previous day on the Service Desk, as well as a summary of tickets related to any executive staff designated as VIP.
* Weekly status reports showing trends for performance-related metrics and highlighting any significant issues.
* A Monthly Performance Report detailing the performance of the Service Desk relative to the Service Level Agreements. This report also includes Root Cause Analyses (RCAs) for any cases where we failed to meet SLAs, exemption requests for cases where external events impacted our ability to provide service, and process improvement recommendations.
* A semi-annual customer satisfaction review, where we review service trends and customer feedback in partnership with ATR to identify strategic areas where service can be improved

Primary Responsibilities:

* Ensure Program Service Level Agreements (SLAs) are met including:
* Customer satisfaction rated 7 or higher on a ten point scale for 90% or more of the surveys that are submitted.
* 97% of the Tier 1 incidents are resolved within the calendar month they are opened.
* Service Delivery Tools (ITSM tool set) is available 99% of the time.
* The average speed of answer for incoming Calls shall be two minutes or less each month, and fewer than 6% of the incoming calls are abandoned.
* End-User Administrative Requests are completed within 8 business hours 95% of the time.
* First Call Resolution (FCR): 85% of calls are resolved on the first phone contact.
* Approved and available software is pushed to end-users by the end of the first full business day after system owner approval 95% of the time.

Additional Responsibilities Include:

* Providing input, recommendations, and assistance to Program Manager, Service Delivery Manager, and End User Services Manager regarding operations, service delivery, tasking, risks, issues, and assignments.
* Identifying major milestones, decision points, project lifecycle and other project events.
* Facilitating and participating in weekly program and schedule reviews.
* Assisting in recording and tracking program review meeting minutes and action items.
* Working closely with teams and project managers to develop reports and schedules.

Required Qualifications:

* BA or BS degree with 8 years of prior relevant experience, or Masters with 6 years of prior relevant experience.
* Basic experience in operating or supporting operations of a service delivery program.
* Ability to provide oral and written discussion of analytical findings using narrative and graphic forms.
* Facilitation skills; excellent communication; and mission-focused
* Logical; organized; detailed oriented; and team-player
* Flexible and creative at getting deliverables accomplished in demanding environments
* Experience in the creation of routine and ad hoc reports.

Preferred Qualifications

* Basic experience in operating or supporting operations of a service delivery program, in a federal environment.
* ITIL Certification - Foundation preferred

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.