Senior PHP Web Developer

$101,400 - $183,300/Yr

Leidos - Columbia, MD

Full-time - Entry Level

Columbia, MD

Professional, Scientific, and Technical Services

About the position

The Service Desk Manager position at Leidos involves overseeing the management of a 24/7 Service Desk that supports the U.S. Air Force Cloud One Architecture and Common Services contract. This role is critical in ensuring system resiliency, security, and cost-effectiveness in a multi-cloud environment, including AWS, Azure, Google, and Oracle clouds. The position requires a focus on building a service desk that adheres to industry best practices while also fostering a collaborative and learning-oriented environment among team members.

Responsibilities

• Prioritize and resolve IT concerns and escalate as needed
• Build Service Desk around industry best Service Desk standards
• Participate in initiatives to reduce the number of human service desk interactions needed over time
• Provide support across multiple channels (e.g., phone, chat, self-service portals)
• Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers
• Manage 24/7/365 Service Desk for C1 services and support operations
• Support testing/validation as needed
• Document processes/lessons learned and maintain service desk records
• Provide health and status monitoring
• Document and communicate outage information to co-workers and customers
• Collaborate with team members and provide mentorship to junior staff, fostering a learning environment

Requirements

• Bachelors and five (5) years or more of experience; Masters and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
• Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
• US citizenship required
• Certifications: CompTIA Security+ or equivalent (IAT-2)

Nice-to-haves

• Experience with USAF Cloud One or Platform 1
• Experience with Zero Trust Architecture
• Cloud certifications in AWS, Azure, Google, or Oracle clouds
• Previous leadership experience