Job Information
Leidos End User Services Program Manager in Washington, District Of Columbia
Description
Leidos is looking for an End User Services Program Manager . This candidate will lead the program team in the execution of end user support services coupled with digital modernization initiatives leveraging M365. The PM will oversee service desk operations for a 2000 employee enterprise and expand M365 footprint with a key objective of driving modernization to deliver superior end-user services.
The role looks to expand office productivity and collaboration tools for the organization. The successful candidate will be able to adapt to client needs and be able to provide leadership to service desk and end user service provisioning. The PM will collaborate with a diverse workforce environment and be able to communicate effectively in obtaining and synthesizing requirements, while working with the team to expand the use of M365 and Okta. The candidate will manage resources, budget, schedule, customer engagement, and ensure high end-user satisfaction. Additionally, the candidate must possess strong creative, communication, and collaboration skills.
Job Requirements:
Manage a Service Desk contract supporting 2000 or more users
Perform Project Management activities and artifacts throughout an entire program lifecycle
Provide hands on management for the Service Desk teams with the ability to guide, direct, and lead customer service discussions to resolve end-user issues and problems
Experience with end point device management, both mobile and desktop
Expert experience with Service Desk (Tier 0, Tier 1, and Tier 2), white glove services for VIPs, and satellite offices across the country.
Produce reports including prompt and timely status reporting during execution of tasks, projects, or troubleshooting events
Ensure staff serves as the customers advocate and liaison with Tier 3 and external vendor teams
Monitor support issues and identify support trends
Create and ensure staff adheres to the Service Desk Standard Operating Procedures, e.g., knowledge management development and updates, assignment of priority levels in incidents, coordination with other technical teams
Analysis and reporting of service desk call and ticket data, and decision recommendations based on the trends
Basic Qualifications :
Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 8+ years of professional experience; or 6+ years of professional experience with a related Masters degree.
5 - 8 years experience in Information Technology, with at least 5 years in a project management role. PMP, PMI Preferred
Experience managing budgets, schedules, and resources
Experience in implementing M365 environment and tools
Knowledge of Microsoft's entire cloud suite including Office, Teams, SharePoint and OneDrive
Familiarity with organizational change management including end user training
Experience creating and implementing plans per project goals and objectives
Demonstrates a high degree of customer service and team work
Ability to manage multiple projects simultaneously
Working knowledge of project management concepts as defined by PMI
Knowledge of Agile/Scrum concepts
Knowledge of ITIL concepts
Experience working in a highly external matrixed environment with competing vendors in a Task Order programmatic structure
Preferred Qualifications:
Prior experience Implementing Microsoft ADFS
Prior experience engineering Active Directory Federation Services (ADFS)
Prior hands on experience with Okta Identity and Access Management solution
Prior hands on experience with Azure AD Connect
Prior experience engineering Single sign on (SSO)
Prior experience engineering solutions with Microsoft Azure AD
Prior experience with M365 integration in multi - domain enterprise environment
Prior experience working with Exchange 2013 Hybrid servers
Hands on experience with Microsoft active directory (AD) in multi - domain enterprise environment
Experience working with Microsoft Exchange 2016
Experience working with Microsoft Exchange Online
Presentation and requirements elicitation skills
Attention to Detail - is thorough when performing work and conscientious about attending to detail.
Customer Service – works well with clients and other vendors in achieving mission success and is committed to providing quality products and services.
Strong Communication Skills – be able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders.
Critical Thinking and Problem Solving - identifies risks and problems, and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make recommendations.
Original Posting Date:
2024-06-18
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $122,200.00 - $220,900.00
The Leidos pay range for this job level is a general guideline onlyand 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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REQNUMBER: R-00137731
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.