Escalation Manager

Description

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Civilian Health Solutions uses a wide range of capabilities in Digital Modernization, Mission Software Systems, and enabling technologies likeArtificial Intelligence and Machine Learning to support our customers’ mission in advancing biomedical research and protecting public health. Our team’s focus is ensuring our health customers have the right solutions to keep pace with an ever-evolving public health landscape and prevent the next public health crisis. To explore and learn more, click here!

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Job Description

Leidos’ Heath Management Solutions Operation is seeking a dynamic, mission-centric hands-on Escalation Manager to support a federal agency’s large, mission-critical 24/7/365 enterprise Service Desk. The position may be on client-site in the Washington, DC area or telework. As an Escalation Manager under the supervision of the CTO/TPgM, the Technical Escalation Manager will work very closely with the assigned functional area leadership and is responsible for providing proactive monitoring and escalation management for our customers’ support needs. This role will act as a liaison and coordinate internal efforts to obtain resolution for escalated issues that have a significant impact on business or affect productivity. The Technical Escalation Manager will also be responsible for monitoring trends to reduce the number of escalations to improve customer satisfaction, overall performance and management of SLAs.

Role will be primarily telecommuting but should be local to the DC area for onsite meetings with Program Management team.

MUST be located in the United States for current consecutive three years and the ability to obtain a Public Trust level 5 clearance.

Primary Responsibilities

• Manages customer escalations and coordinates resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Manages critical client issues including technical assistance to users on a variety of software and hardware products; resolves hardware-related problems; facilitates the reviews of changes, process which include installations of new software releases and system upgrades; maintains operating efficiency and stability; ensures security and integrity of systems and data; and responds to outages.
• Ensures customer escalations are resolved with agreed upon timelines, process change ideas are implemented, and influences others towards action and change.
• Reduces escalation volume.
• Assists in developing and implementing standard information technology concepts, practices and procedures.
• Assists with the facilitation of development of processes and technical documentation, back-up procedures, test plans, and generates reports.
• Provides support specialists direct feedback after ticket resolution.
• Facilitates reporting on daily and/or weekly issues to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities and resources.
• Translates technical concepts to peers, management, leadership and customers
• Supports leadership in strategic, business, and operational planning
• On-call when needed, including the ability to work outside normal work hours.
• Other tasks as assigned.
  
  

Required Qualifications

• Bachelor's degree and relevant experience of 12+ years of IT/helpdesk experience with supporting high visibility customers with escalations.
• Ability to potentially interact with senior staff in the agency and scientific community;
• Ability to work/ collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
• Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
  
  

Preferred Qualifications

• ITIL Foundation v4, HDI-CSR Certification
  
  

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Original Posting Date

2024-07-12

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 $98,150.00 - $177,425.00

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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