Leidos
Description
At Leidos, we provide innovative solutions through our diverse and talented workforce dedicated to customer success. We empower our teams, contribute to our communities, and prioritize sustainable operations. Our Mission, Vision, and Values guide our business practices.
Leidos is seeking a dynamic and innovative individual to join our team supporting the USAF Defensive Cyber Systems Program Management Office at Joint Base San Antonio. This position will support both internal and customer-focused projects aimed at enhancing and maintaining an enterprise service desk suite of tools, specifically ServiceNow. The Service Operations Lead will oversee a multi-tiered Service Desk team and manage ServiceNow operations to deliver effective solutions and ensure excellent support to enhance the end-user experience.
Key Candidate Requirements:
Must be a US Citizen with an active SECRET clearance and eligibility for SCI.
Must reside in the San Antonio area with the ability to report on-site.
Primary Responsibilities of the Service Operations Lead:
Operational Oversight:
Manage daily operations to ensure high performance and reliability of ServiceNow systems and services. Team Leadership:
Lead, mentor, and develop a team of ITSM staff, promoting collaboration and continuous improvement. Service Management:
Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs. Collaboration:
Work closely with IT functional support teams, application development, and business stakeholders to align cloud services with business objectives. Additional Responsibilities Include: Setting team priorities, defining strategic vision, and maintaining quality product roadmaps. Conducting personnel performance evaluations, managing timecards, and overseeing operational leads. Establishing organization policies, standards, and operating procedures. Creating effective technical proposal solutions that meet requirements and align with corporate strategies. Fostering a collaborative, service-oriented, and revenue-focused environment. Essential Skills: Minimum 5 years of experience in Operations Management. Demonstrated ability leading teams and managing complex operational projects. Strong knowledge and minimum 5 years of experience with ServiceNow, ITSM capabilities, and related modules. Expertise in service desk management practices and IT operational excellence. Ability to lead small to intermediate teams effectively. Preferred Qualifications: Experience integrating ServiceNow with Atlassian tools like Jira and Confluence. Active Project Management Professional Certification. Experience as a ServiceNow Developer or Solutions Architect for at least 2 years. Join us at Leidos and play a crucial role in transforming how we deliver technology solutions. Come help us build smarter systems that support the USAF. This position is located at Joint Base San Antonio. Pay Range:
$80,600.00 - $145,700.00 The Leidos pay range for this job level is a guideline and not a guarantee of compensation. Factors considered for offers include job responsibilities, education, experience, skills, and internal equity.
Manage daily operations to ensure high performance and reliability of ServiceNow systems and services. Team Leadership:
Lead, mentor, and develop a team of ITSM staff, promoting collaboration and continuous improvement. Service Management:
Implement and maintain best practices for service delivery, incident management, and problem resolution, ensuring compliance with SLAs and KPIs. Collaboration:
Work closely with IT functional support teams, application development, and business stakeholders to align cloud services with business objectives. Additional Responsibilities Include: Setting team priorities, defining strategic vision, and maintaining quality product roadmaps. Conducting personnel performance evaluations, managing timecards, and overseeing operational leads. Establishing organization policies, standards, and operating procedures. Creating effective technical proposal solutions that meet requirements and align with corporate strategies. Fostering a collaborative, service-oriented, and revenue-focused environment. Essential Skills: Minimum 5 years of experience in Operations Management. Demonstrated ability leading teams and managing complex operational projects. Strong knowledge and minimum 5 years of experience with ServiceNow, ITSM capabilities, and related modules. Expertise in service desk management practices and IT operational excellence. Ability to lead small to intermediate teams effectively. Preferred Qualifications: Experience integrating ServiceNow with Atlassian tools like Jira and Confluence. Active Project Management Professional Certification. Experience as a ServiceNow Developer or Solutions Architect for at least 2 years. Join us at Leidos and play a crucial role in transforming how we deliver technology solutions. Come help us build smarter systems that support the USAF. This position is located at Joint Base San Antonio. Pay Range:
$80,600.00 - $145,700.00 The Leidos pay range for this job level is a guideline and not a guarantee of compensation. Factors considered for offers include job responsibilities, education, experience, skills, and internal equity.