Enterprise Service Desk Specialist

Leidos; Napoli; In loco; EUR 31.000 - 56.000; Tempo pieno

Descrizione del lavoro

Leidos is seeking an Enterprise Service Desk Specialist to support the Naval Enterprise Network (NEN) OCONUS portion of the SMIT contract in Naples, Italy.

You will assist in daily service desk activities in a Follow the Sun model with geographically dispersed teams, ensuring adherence to Navy OCONUS SLAs and providing professional customer service for Incident Management and Request Fulfilment.

Competenze

• U.S. citizenship with active DoD Secret Clearance.
• DoD 8570 IAT Level II (Security+, CCNA Security, etc.).
• Experience with BMC Remedy and incident ticketing to standards.
• ITIL v3/4 Incident Management and Request Fulfilment knowledge.
• Experience supporting customer service across large geographic areas.
• Updating SOPs, staff schedules, service mappings, SLAs and OLAs.

Mansioni

• Ensure Remedy templates align with defined Service Level Objectives and track work against SLAs.
• Analyze daily performance and report trends to reduce defects.
• Identify improvements from monitoring feedback and champion process changes.
• Conduct trend analysis to predict future patterns and outcomes.
• Assist SMEs in developing and standardizing processes for service improvement.
• Support Continual Service Improvement projects and weekly trend reports.

Conoscenze

Customer service

Incident management

Clearance DoD Secret

Communication skills

Formazione

Bachelor's degree in related field

Associate's degree in related field

HS Diploma

Strumenti

BMC Remedy

Microsoft Visio

Microsoft Excel

Descrizione del lavoro

Description

More About the Role:
The Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Specialist to support efforts for the Naval Enterprise Network (NEN) OCONUS portion of the NGEN-R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy.

NGEN-R SMIT is the largest IT services program for the Navy, inclusive of cybersecurity services, network operations, service desk, and data transport. Leidos supports the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

This position is responsible for assisting the NEN OCONUS Enterprise Service Desk Manager in managing daily service desk activities in a Follow the Sun model with physical service desks located in Naples, Italy. The individual hired for this role must possess strong organization and communication skills, with the ability to enter data into a variety of sources and ensure that it is properly categorized and prioritized utilizing the correct workflows and knowledge articles. The candidate will need to exhibit an understanding of Service Levels specific to the Navy OCONUS project and ensure compliance with those Service Levels in the execution of their daily tasks. The candidate will be responsible for professional customer service while assisting the Navy’s warfighters with requests relating to Incident Management and Request Fulfilment. The candidate must be experienced in harvesting data from BMC Remedy and providing ADHOC reports to the Service Desk Manager for program and client leadership.

What You'll Get to Do:

• Ensure that the correct Remedy ticket templates are used against clearly defined Service Level Objectives and operate in a way that all work can be accurately measured against Service Level Requirements.
• Assist in the review and analysis of daily actual performance to agreed upon Service Level Requirements and the reporting to negate defective trends.
• Assist to Identify and implement actions obtained by the monitoring and measurement of feedback loops and champion activities for improvement.
• Assist with trend analysis to ensure historical data is used to predict future patterns and outcomes.
• Recommend improvement opportunities of daily activities when needed.
• Assist Subject Matter Experts in the development and analysis of existing and new processes, procedures, and methods to achieve service improvement by standardization, improvement, simplification and retirement of unneeded workflows.
• Assist ESD Manager in Continual Service Improvement projects.
• Assist with weekly trend analysis reports to the OCONUS Program Director.
• Establish and maintain transparent and respectful working relationships with Customer and Program Management personnel.
• Work with OCONUS Operations personnel to ensure that comprehensive knowledge transfer activities associated with each Service related to daily tasks are successfully conducted.
• Ensure to maintain certifications/training needed for the successful performance of documented Standard Operating Procedures (SOPs).
• Work in a fast-paced environment Desk with teammates and stakeholders dispersed over multiple continents while maintaining project scope and the ability to influence change to achieve successful project outcomes.
• Establish and maintain relationships with the Regional N6 personnel and ensure that their daily performance is in line with contractual obligations.

You'll Bring These Qualifications:

• Bachelor's Degree in related field and 0-2 years of prior relevant experience; or, Associate's Degree in related field and 4 years of prior relevant experience; or, HS Diploma and 8 years of prior relevant experience.
• Must be a U.S. Citizen and possess an active DoD Secret Clearance.
• Compliant with DoD 8570 IAT Level II (Security+, CCNA Security, etc.).
• Experience with BMC Remedy and experience creating incident tickets to documented standards.
• Experience with ITILv3/4 modules in relation to Incident Management and Request Fulfilment.
• Experience with supporting customer service activities across larger geographical areas.
• Experience with updating various documents needed in a mature ESD environment, for example, ticket templates, staff schedules, process alignments, service mappings, SLAs, and OLAs.
• Basic knowledge of ITIL Service Operations in relation to the Incident Management lifecycle, and Request Fulfillment processes.

These Qualifications Would be Nice to Have:

• ITIL Foundations v3 or v4.
• Experience with Microsoft VISIO and Microsoft EXCEL.
• Experience working in Department of the Navy Contracts.
• Motivated self-starter with strong written and verbal communication skills.

NGEN

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Pay Range:

Pay Range $35,750.00 - $64,625.00

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.

About Leidos Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.