The ASC IT&C Service Delivery Supervisor supports the United States Antarctica Program (USAP) IT&C services and appropriately responds to the time-sensitive need of Leidos/Antarctica Support contract (ASC), National Science Foundations(NSF), and partner agencies staff. The successful candidate will supervise the IT&C Enterprise Service Desk located at the Centennial office in Denver Colorado. This position includes the oversight of the service desk and endpoint technical support functions. Customer service is key to this position. You will provide on-site and remote technical assistance to ASC teammates by managing work orders, creating operating metric reports, and SOP management. Typical duties involve workload leveling of service desk technical staff, troubleshooting endpoint hardware and staying compliant with the USAP Standard Operating Procedures (SOPs).
About the Antarctic Support Contract:
Leidos Antarctic Support Contract (ASC) is the prime contractor to the National Science Foundation (NSF) in support of the United States Antarctic Program (USAP). Leidos supports the NSF’s Office of Polar Program’s Antarctic Infrastructure and Logistics by aligning with their Mission and Vision Statements:
Vision: Expanding our scientific reach in Antarctica through increased operational and logistical effectiveness.
Mission: To provide the operational and logistical platform necessary for the U.S. to conduct world-class science in Antarctica and maintain its active and influential presence on the continent.
Leidos ASC provides science and logistics support for approximately 150 science and technical events across three geographically remote research stations; McMurdo Station, Palmer Station, and South Pole Station and several deep field sites across Antarctica. Each station or field site supports world class research across multiple science disciplines. The planning and implementation of science support requirements in Antarctica is a critical part of our mission.
Serve as the primary contact for the Enterprise Service Delivery Team of Leidos/Antarctic Support Contract, National Science Foundation (NSF), partner agencies within the USAP, and other national programs requiring approved USAP IT&C support.
Supervises the Enterprise IT&C Service Desk ensuring IT&C services are delivered according to established SLA.
Provides professional technical leadership to staff to establish a working environment consistent with USAP/IT&C goals and objectives.
Collaborates with IT&C/ASC partners and other USAP stations to help meet seasonal objectives.
Organizes and updates documents pertaining to ASC contractual support for fiscal year contract deliverables.
Responds to work orders to resolve IT&C service issues and events.
Provides technical support using collaboration tools in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones, and network connectivity.
Provides personal computer support problem analysis, and hardware/software installation and configuration.
Interacts daily with customers to ensure productivity; provides individual feedback.
Monitors team productivity and quality; provide individual feedback.
Maintains an audit trail and statistical records according to the USAP SOPs.
Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate actions.
Perform annual budgetary planning/execution to ensure appropriate funding and expenditure using earned value methodologies.
Supports IT&C ASC onboarding process with Human Resources.
Creates a culture of collaboration and teamwork.
Responsible for implementing and maintaining a safe workplace program and ensuring safety is the job site's highest priority.
Handles confidential or sensitive matters in accordance with Leidos and program policies and guidelines.
Performs other duties as required.
Minimum four years of experience in a working supervisor role for IT Service delivery.
At least four years of experience with Windows 10 support and implementing M365.
At least two years of experience developing MECM packages for endpoint.
Experience demonstrating time management.
Experience with supporting FISMA-compliant government network.
MECM patch management support for weekly CISA updates.
HP Hardware laptop support experience.
Industry experience working in a cross-functional matrixed team environment.
Strong organizational, verbal/written communication skills and leadership ability are required.
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to do the following:
Personnel are expected to ensure the protection of proprietary company and customer information consistent with the company's expectations of information security.
Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
Sitting for long periods.
Viewing computer screens for long periods of time.
Travel may be required to Antarctica to gain program experience.
ITSM Service Management with Track IT work order system or similar product
Five years of technical support experience with computer systems, networks for a .gov network
Knowledge Management documentation
SharePoint Service Portal Creation/Support
Must be able to obtain a Public Trust security clearance.
US Citizenship or permanent residence is required for this position.
Pay Range $75,400.00 - $116,000.00 - $156,600.00
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.
Backup child care
Unconscious bias training
Remote work policy
Part time policy
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 40,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021.