eDiscovery Help Desk Supervisor/Senior User Trainer

Description

Job Description:

Leidos is seeking an eDiscovery  Help Desk Supervisor/Senior User Trainer to join our Washington, DC team. This first line supervisor reports to the Lead Project Manager and is responsible for carrying out a variety of user training, operational and technical assignments in support of the Document Center operations.

Main Duties include:

• Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users. 

• Assists in setting up and operating end-user support program for major applications in support of specific projects.  Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.

• Sets up facilities and procedures to ensure responsive support.

• Trains staff and sets up help desk staffing schedules.  Organizes, prepares, schedules, and conducts training sessions.  Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc.  Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees. 

• Prepares training approach and materials. Arranges for use of training facilities, for access to appropriate applications, etc.

• Oversees and supervises help desk operations, including answering and responding to user phone calls, installing, and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.

• Supervises teams of Help Desk and User Trainer Specialists providing search, retrieval, and reporting support to client attorneys. 

• Receives requests and translates them into effective search strategies. 

• Designs appropriate output formats, assists users in constructing and refining queries and helps resolve problems related to accessing databases.

• Develops and maintains standard operating procedures for document center litigation support tasks.

• Manage data intake, scanning and processing in the Document Center

• Perform other tasks in support of the Document Center operations.

Basic Qualifications:

• Bachelor’s degree or equivalent and 4+ years of work experience

• At least two years of experience providing direct end-user support for the applications being supported (i.e., Relativity), including both telephone support and on-site assistance to users, is preferred.  Certain applications may require certification by the software provider. 

• At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred. 

• Prior supervisory experience. 

• Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported. 

• Experience with DOJ office automation environments extremely helpful.

• An expert user of the Government's word processing, spreadsheet, and email systems.

• Excellent oral and written communications skills required. 

Preferred Qualifications:

• Experience providing user support and training for Relativity

• Undergraduate degree strongly preferred.

• At least one year of experience in automated litigation support preferred

• Prior supervisory experience. 

• Excellent organizational skills

• Excellent writing skills and oral communication skills.  

MEGA

Pay Range:

Pay Range $59,150.00 - $91,000.00 - $122,850.00

The Leidos pay range for this job level is a general guideline only and 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.