Description GxNext is seeking a skilled Technical Support Team Leader to manage a dedicated team of technical support specialists. You will be pivotal in ensuring seamless operations of our help desk, driving effective resolutions to user issues, managing workflows, monitoring key performance metrics, training team members, and collaborating across departments to uphold our commitment to high-quality customer service.
Key Responsibilities: - Oversee daily operations of the help desk, ensuring 24/7 support coverage.
- Lead and manage Level II Help Desk Technicians, monitoring ticket volumes and performance metrics while empowering the team to exceed goals.
- Analyze help desk performance metrics, identify trends in user support requests, and prepare reports for management, implementing strategies for enhanced service quality and user satisfaction.
- Define team objectives and guide staff towards achieving desired outcomes, while maintaining accountability for team performance.
- Communicate effectively with senior-level clients to address their needs and concerns.
- Coordinate resources during escalated issues occurring outside of standard hours.
- Develop and maintain training procedures and policies for help desk staff to ensure consistent support quality.
- Troubleshoot and resolve technical issues while identifying trends and root causes for ongoing improvements.
- Foster collaboration with cross-functional teams to enhance workflows and improve customer experience.
- Conduct regular team meetings and individual coaching sessions with team members to support their growth and performance.
Requirements: - Bachelor's degree with 5+ years of relevant experience or a Master's degree with 3+ years of relevant experience.
- Active Top Secret/SCI clearance with the ability to obtain a Polygraph.
- Excellent verbal and written communication skills.
- Quick learner, adept at understanding new software and IT concepts.
- Strong problem-solving abilities and decision-making skills.
- Self-motivated, capable of both independent work and team collaboration.
- Extensive knowledge of COTS products used in the program, including Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway.
- Proven experience in a help desk management role.
Preferred Qualifications: - Experience with Oracle IdAM products (OAM, OIF, OID, OVD, OUD, OIM).
- Knowledge of WebLogic.
- Experience with Linux/UNIX systems.
- Familiarity with LDAPs.
- Understanding of PKI authentication processes.
Original Posting: March 24, 2025 For U.S. Positions: While subject to change based on business needs, Leidos anticipates that this job requisition will remain open for at least 3 days from the original posting date listed above.
Salary Range: Salary Range $89,700.00 - $162,150.00 The Leidos salary range for this position is intended as a general guideline and is not a guarantee of compensation or salary. Several factors will be considered in extending an offer, including: job responsibilities, education, experience, skills, internal equity, market alignment, and applicable laws.