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Job #: R-00013127
Location: Farnborough
Category: Customer Support
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Standard Plus On Call
Potential for Telework: No
Clearance Required: None

Job Description:

We are currently recruiting for a Service Desk Team Leader to join our busy team in Farnborough on a permanent basis. Supporting our Secure Service Desk Function.

THE ROLE YOU WILL PLAY

Within the role you will manage the day to day service desk activities, routine tasks and resources. You will manage a small team of Service Desk Agents and task the TechOps teams with incident, request and problem ticket resolution. You will own the end 2 end delivery of resolution to all user interaction and report daily on ticket progress, You will ensure that all routine tasks are completed within agreed time frames which includes tasking the Teck Ops teams to completed technical routine tasks.

You will own and create all reports on live service operation (daily ticket progress, weekly summary reports, monthly account and customer reports.

All Major Incident (MIM) will be managed and owned by the service desk and you will co-ordinate all technical resources to expedite resolution. Ownership of customer interaction through the life of MIM will be controlled by the Service Desk Team Leader with the support of the Service Delivery Manager who will also act as an escalation point for all service related issues to the Service Desk Team Leader.

PROFILE

A sound technical knowledge is required to ensure processes are being followed

Resource management and development

Customer relationship management

Strong interpersonal skills and the ability to engage with different levels of users, senior users, internal team and internal management effectively

Change Board participant

Excellent verbal and written communication skills

Strong problem solving skills and abilities

3rd Party engagement, management and escalation for ticket resolution

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.

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