To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. 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 Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

Close Window
Join our talent network

Job #: R-00056642
Location: Glasgow, POST-LNK
Category: Customer Support
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Other Clearance

Description

Job Description:

Leidos are a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defense, healthcare, government, safety and security, and transportation.

https://www.leidos.com/company/global/uk-europe

Specific Job Description:

The ASM is primarily responsible for providing technical support services as part of the Application Management Support (AMS) team.  The ASM should be a first point of escalation for the customer and will also assume line management duties for a number of direct reports within the AMS team.  This role requires both technical and managerial competencies and the ASM will be actively involved in the investigation, resolution and planning of technical requirements.

Strategic

  • Support the Senior Engineering Manager in implementing company strategy throughout the AMS team;
  • Support development of Application Management solution offerings;
  • Communicate capability offerings to the Senior Engineering Manager;
  • Support and maintain customer relationships and act as POC for the AMS team;
  • Ensure that AMS skills are kept relevant to changing technologies of which customers take advantage throughout their service term.

Operational

  • Take technical ownership including the tools used to provide the service, strategy for application development/improvement and identification of potential issues to ensure the efficient and effective provision of the support service;
  • Ensure AMS team related SLA’s and customer promises are exceeded;
  • Respond to requests for assistance from L1, 2 & 3 Service Desk Analysts to ensure resolution of issues within service levels;
  • Take Ownership of complex Incidents and Service Requests to ensure that customers can use the business applications with the appropriate access and information required;
  • Take ownership of problem records to identify root causes, workarounds and solutions;
  • Implement minor software modifications and minor/major projects following quality documented processes to resolve underlying issues and provide improvements;
  • Proactively manage applications in order to ensure the on-going availability of the applications and identify improvements;
  • Design and provide quotations to facilitate changes and improvements to the application;
  • Possess expert knowledge of specific applications and provide training for other members of the AMS team in these applications to facilitate knowledge sharing and to be confident when dealing with the customer and other 3rd parties;
  • Contribute to quotes and bids with customer knowledge where applicable, ensuring risks are acknowledged and mitigated wherever possible.

Team Management

  • Promote the company and team values then support the team putting them into action;
  • Represent the team by ensuring their feedback, views and interests are filtered to the right forums;
  • Identify and present initiatives to improve employee engagement, productivity, costs and /or work practices to the Senior Engineering Manager.

Recruitment and Selection

  • Work with the Senior Engineering Manager to define staffing requirements and position descriptions;
  • Work with the Senior Engineering Manager to ensure the selection criteria is clearly understood and appropriate assessments are in place;
  • Provide meaningful feedback on all candidates shortlisted and not shortlisted;
  • Conduct interviews;
  • Encourage internal staff to apply for open positions aligned to their strengths and /or career aspirations;
  • Provide feedback on how to improve efficiency and effectiveness.

Staff Management

  • Develop and maintain a high performing team to meet the sector and program objectives;
  • Foster a spirit of teamwork and unity amongst the team;
  • Keep staff informed of company, department, sector and team activities;
  • Empower staff to take responsibility for their jobs and commitments;
  • Develop Career development plans for all staff;
  • Coach, mentor and / or performance manage as and when required;
  • Encourage open and honest communication;
  • Manage compliance to processes and other corporate obligations e.g. Timesheets, training;
  • Hold staff accountable for their performance and their contribution to making Leidos a great place to work;
  • Maintain a training plan for staff;
  • Support new staff to get up to speed and integrate to the team;
  • Energise the team an maintain high morale in a high change, fast paced environment;
  • Maintain succession plans for all key roles;
  • Create an innovative culture that thrives on problem solving;
  • Provide regular meaningful positive and constructive feedback to staff.

Required Skills and Fit:

  • Quick learner;
  • Previous staff management skills;
  • Excellent communication skills (oral, written and presentation), including the ability to listen effectively;
  • Strong self-awareness , and a capacity to reflect on own practice and to learn from mistakes;
  • Previous management experience an advantage;
  • Proven organizational and planning skills;
  • Experience of any support or development activities in a SaaS environment would be beneficial.

What do we do for you?

At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:

•             Contributory Pension Scheme

•             Private Medical Insurance

•             33 days Annual Leave (including public and privilege holidays)

•             Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)

External Referral Bonus:

Ineligible

External Referral Bonus $:

Potential for Telework:

No

Clearance Level Required:

Other Clearance

Travel:

No

Scheduled Weekly Hours:

37.5

Shift:

Day

Requisition Category:

Professional

Job Family:

Customer Support

Pay Range:

   Save Job Saved

Talent Community

Join our Talent Community to create a profile, enabling a streamlined application process and to help our recruiters better understand your areas of expertise and interest.

Join our Talent Community