Total 4 customer service manager job vacancies in Customer Service category in Richardson Texas HQ (1001 E. Lookout Drive)

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Are you ready for your next career challenge? The Digital Modernization Sector at Leidos is currently seeking a Field Service Engineer for the GSMO program supporting the Defense Information Systems Agency.

Primary Responsibilities

• Candidate is familiar performing within a fixed price, performance-based environment where performance is based on pre-determined Service Level Agreement’s (SLA’s) or Acceptable Quality Levels (AQL’s).

• Performs detailed and technically in-depth site survey functions at user locations as required in order to assess/analyze site preparedness, develop build of materials and develop implementation plans.

• Performs a variety of difficult assignments associated troubleshooting, fault isolation, and performing maintenance on network devices.

• Installs and maintains network devices from the following major vendors to include but not limited to: Cisco, Juniper, Ciena, and Infinera.

• Analyzes system faults and troubleshoots and runs diagnostic tests on hardware and circuits to detect problems. Reviews and prepares documentation for systems and maintains site documentation to include inventories, floor plans and cable diagrams. Investigates and recommends methods and techniques for obtaining solutions.

• Performs preventive maintenance per OEM recommendations. In this high paced environment, able to handle the scheduling and coordination for multiple simultaneous projects with varying schedules and priorities.

• Coordinates with users, site/base support and or facilities personnel, network manager(s) and controllers, long haul and local carriers for installation, cutover, activation, deactivation planning and execution.

• Performs installation/de-installation/upgrade/interface actions associated with network components at user locations. Provides functional guidance, supervision, technical support, and training to Associate and Intermediate personnel.

• Supports senior staff as required and ensures customer requirements and project milestones are met.

Basic Qualifications

• HS Diploma and 3+ years of experience.

• Active DoD Top Secret clearance

• Must be a US Citizen

• Must have experience with network test equipment (BERT, OTDR, power meters, fiber microscopes) and testing up to 100G

• Must have experience building ethernet and fiber cables

• Must have experience with crypto equipment

• Must have experience with timing and synchronization equipment

• Must have experience with DC power systems

• Ability to work in a team focused, fast paced, dynamic environment.Ability to travel extensively

• Experience supporting a team to solve problems that are unclear and require a thorough understanding of program requirements and resources.

• Working knowledge of Microsoft Office Applications such as Access, Excel, PowerPoint, and Outlook.

Original Posting Date:

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:

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.

The Leidos Digital Modernization Sector is seeking a Service Asset and Configuration Management (SACM) Specialist to support our N2NOMS program in Colorado Springs, CO.  Our customer maintains a highly demanding mission and requires our support to provide expert technical and professional management support to the commands enterprise Information Technology (IT) services.  The SACM Specialist will support a program that provides sustainment, maintenance, problem and change management services to help ensure secure, reliable, and uninterrupted availability of the Department of Defense IP networks.

This position will report directly to the Projects Team Lead.

Salary: $70,000-80,000

PRIMARY RESPONSIBILITIES:

• Work independently as the sole SACM Software (SW) POC, with little oversight to achieve day-to-day objectives by providing all activities related to current and new SW requested to be added to the Configuration Management Database (CMDB).

• Develop, maintain and is responsible for the accuracy of the SW Catalog in relation to the Master Software Roll Up. This is a master spreadsheet per network of all SW currently in use on the N&NC networks.

• Track and maintain SW licensing to prevent over utilization of controlled SW products, and  provide documentation for metadata to software and licensing requirements and provide status on current license accounts.

• Analyze existing Enterprise Architecture products to develop, update and maintain baseline configuration management artifacts and metadata for systems supporting N&NC mission sets and critical processes.  Manage software lifecycle to facilitate concurrent software versioning to reduce vulnerabilities on the network, and promote cybersecurity standards.

• Responsible for the SW SACM process.  Service Asset and Configuration Management (SACM) ensure that components (Configuration Items) forming delivered services are identified, baselined, and maintained on both the operational network and in the SW catalog; ensures service release into controlled environments and operational use are based on formal approval; maintain accurate configuration information on historical, planned, and current SW for all systems and services used by the Government customer; define and control the components of services to maintains accurate configuration information.

• Brief SW changes at the Configuration Advisory Board (CAB) meetings attended by the Government Customer to receive approvals for the changes.

• Produce Bill of Materials for GFE purchases, researches and determines what SW would be most appropriate to keep the function the same after items have gone end of life/sale, determines what SW is needed to be upgraded or added to the network, and researches SW and verifies that SW can be put on the network and added into CMDB.  Provide a technical evaluation of vendor quotes for accuracy prior to contract awards.

• Create Monthly Definitive Media Library Report and Semi-Annual Microsoft True-Up Reports, and maintains software assets and license documentation in at least two definitive media libraries (DMLs).

• Engage directly with Government customers, internal customers, team members (other functional areas) and management regularly to update, maintain and edit the Approved Software Catalog; Conduct cost: benefit analysis research to provide best-fit software solutions for customer requests, and to understand the issue, develop a solution, and determine what SW will fulfill service requests,  break fix requests, software requests, and ongoing technical issues resolution efforts.

• Maintain and modify a central Configuration Management Database (CMDB) repository for the NORAD and USNORTHCOM (N&NC) information technology enterprise.

• Maintain and modify the Approved Hardware and Software List, a master spreadsheet of all software and hardware currently approved for use on the N&NC network.  Maintain the repository accessible to N&NC personnel.

• Process customer service requests for new hardware and software requirements or changes.

• Prepare change requests for new hardware and software requirements and brief at Change Approval Board (CAB).

• Responsible for ensuring access to software is controlled and monitors utilization to ensure licenses are authorized. 

• Produce monthly reports and semi-annual True-Up reports. 

• Coordinate with other managers across the contract to update and integrate enterprise artifacts into the CMDB.

• Maintain software assets and license information in at least two definitive media libraries (DMLs).

• Download patches and software and pushes to the appropriate team for testing.

• Update and maintain baseline configuration management artifacts and metadata for systems.

BASIC QUALIFICATIONS:

• Bachelor’s with 4+ years of experience or Masters with 2+ years of experience; additional years of directly applicable experience may be accepted in lieu of a degree.

• Currently possess an active Secret security clearance with ability to obtain Top Secret/SCI clearance.

• CompTIA Security +CE certification

• Experience using MS Visio, MS Excel and Government ticketing systems.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in associated field.

• Excellent project, technical, interpersonal, presentation and problem management skills.

• Ability to communicate orally, and in writing, detailed technical information

• Familiarization of NORAD/USNORTHCOM missions and DOD regulations and directives.

N2NOMS

Original Posting Date:

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:

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.

Are you interested in continuing your IT career in Africa?

Leidos is seeking a Secret Cleared experienced and motivated Customer Service Administrator that enjoys working in a dynamic fast-paced environment to support the ELITE Contract in Djibouti, Africa.   

This potentially funded program provides critical Communications and Information Technology Services to support Combined Joint Task Force - Horn of Africa (CJTF HOA/AFRICOM) and associated staff elements and organizations.  It provides our war fighters support in their mission to keep threats and vulnerabilities as low as possible by ensuring their computer network is stable, undisrupted, secure and will require OCONUS travel.

PRIMARY RESPONSIBILITIES:

• Maintain, analyze, troubleshoot and repair personal computer systems, hardware, software, computer peripherals, mobile devices, printers and AV equipment.

• Assist employees via remote access, phone, or in person. May also mentor or train other Computer Support Administrators.

• Have excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity. 

• Work in dynamic fast paced environments that require team interaction and coordination of efforts.

• Interface with both client managers and system users.

• Support systems and applications on a geographically dispersed Windows 10 Enterprise network.

• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.

• Remove old equipment and performing data migration to new machines.

• Implementation and administration of infrastructure services like FTP, IIS, DNS, DHCP, and GPOs.

• Create and maintain thorough documentation for all desktop solutions and troubleshooting instructions in the Knowledge Databases.

• Work with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.

• Analyze and make recommendations for hardware and software standardization.

• May be required to provision and maintain mobile devices (NIPR, SIPR).  Selected candidates may supervise Computer Support Administrator teams.

• Provide remote support and/or travel to customer sites as required.

What you need to qualify:

• BA/BS + 3 years recent specialized or AA/AS + 7 years recent specialized or 11 years of recent specialized experience.

• Experience with Dameware and Service Now is a must

• Microsoft MCSA or Microsoft 365 Certified: Fundamentals

• CompTIA Security + (IAT Level II or greater), current.

• Must hold an adjudicated Secret Clearance and be able to obtain a TS/SCI clearance.

PREFERRED QUALIFICATIONS:

• ITIL v3 - Foundation.

• Automation using Microsoft PowerShell, VBScript, or batch files.

• Adaptable to changing circumstances and operational needs.

• Experience working with basic networking and supporting Cisco Routers and Switches

Why join us? Perks include:

• Paid relocation to/from OCONUS location

• Overseas living allowance(s) - HOLA and COLA

• Foreign Earned Income Tax Exemption

• Benefits package including medical, dental, vision insurance; paid time off; 401k with company match; etc.

• Base access (Exchange, dining, post office, commissary access, etc.)

If you know someone who may be a good fit, refer them to us! Your referral could get you a one-time referral payment of $3,000. More details here.

Pay Range:

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.

Pay Range:

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.