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Leidos Sr. IT Service Delivery Consultant in Kansas City, Missouri


Job Description:

Leidos is looking to hire a Sr. IT Service Delivery Consultant in Kansas City, MO to join our newly awarded NGEN program.

Leidos is pleased to announce that it has been awarded the Next Generation Enterprise Network-Recompete (NGEN-R) Contract. This is an eight-year, $7.7 billion contract that is responsible for maintaining and modernizing the main global network of the Navy and Marine Corps.

NGEN-R is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport portion of NGEN-R, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

Job DescriptionThe selected candidate will be responsible for ensuring the internal processes related to Information Technology (IT) Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability. Additional job duties and responsibilities include:

  • Leverage processes, utilizing ITIL best practices, to ensure the IT organization designs, deploys, and sustains high quality, highly available solutions that align with business and IT strategic objectives.

  • Provide Incident, Problem, Change, and Availability Management.

  • Ensure that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility, and visibility to the organization.

Primary Responsibilities

  • As a Watch Officer, responsible for decisions regarding customer service, quality control, process changes, personnel and other day to day functions of a 24/7 Tier 1.5 Enterprise Service Desk.

  • Assists Junior Leads and Desk Analyst in resolving IT issues received by either phone, email, or BMC Remedy ticketing system to an increasing customer base consisting of Military, Government, and Contractor end-users in order to meet the Government stakeholders SLA’s.

  • Preparing and executing the change from eight (8) regional service desks to an Enterprise Service Desk in two (2) separate geographical locations. Monitors ticket, phone, email, and IM traffic to identify regional and enterprise trends affecting the end-users, then communicating with other regional service desks and higher tiers to track and resolve the issue.

  • Researches and provides analytical data either verbally or in report format, as required. Conducts other functions as identified by the Government stakeholder.

  • Supervises the operations in support of the Enterprise Service Desk, executes scripts, answers calls, troubleshoots/resolves/and or escalates technical issues, opens and closes tickets, correlates events and incidents for management of Information Technology (IT) Services.

  • Maintains and updates a knowledge base of Government applications, systems, and program interrelationships to assist with resolution of incidents.

  • Creates and configures individual accounts for the ITSM tools, creates and makes changes to group accounts, provides remote desktop support for user-facing services, logs the request/incident in the USMC trouble ticket management system (BMC Remedy) and provides first-line investigation, diagnosis, and response.

  • Prioritizes improvement efforts based on client objectives and constraints.

  • Works to influence team members regarding solution design, process and/or approaches.

  • Liaises with key Government stakeholders to determine and challenge the outcome desired from the services offered to ensure delivery provides true value, outcome driven insights.

  • Oversees the technical team as they triage, diagnose, and resolve end-user problems. Serves as the primary escalation point for issues from Government stakeholders.

  • Develops, researches, recommends, and implements hardware and software purchases and configurations to meet customer needs and ensures compatibility with systems and policies.

  • Assists in the development of strategic plans related to Information Technology for customer operations.

  • Executes Incident Management (IM) procedures to assist in the identification and resolution of incidents, to eliminate potential disruptions to service desk operations.

Basic Qualifications

  • Eight (8) years of information technology (IT) relevant experience

  • Bachelors Degree in Computer Science, MIS, Business or related field; additional years of related training, education and military experience may be considered in lieu of degree.

  • Active DoD Secret Clearance

  • Must possess Information Technology Infrastructure Library (ITIL) version 3 Foundation certification

  • Experience with Project Management (PM) and customer service skills, along with a general understanding of related technologies

  • Excellent interpersonal and team working skills

  • Proven experience in customer facing roles (3+ years)

  • Experience with process implementation and improvement

Preferred Qualifications

  • Prior Navy NGEN or Marine Corps MCEN experience

  • Experience of, or exposure to, Agile Project Management a plus

  • Experience in undertaking ITIL Maturity Assessments (or other equivalent)

  • Project Management certification


External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Secret

Travel:Yes, 10% of the time

Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Business Systems Analysis

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 38,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. 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 (https://www.leidos.com/careers/pay-benefits) .

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.

REQNUMBER: R-00044600

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.