Assistant Sustainment Manager

R-00157060

Description

Leidos National Security Sector currently has an opening for an Assistant Sustainment Manager to work in our Edgewood, MD office. This is an exciting opportunity to use your experience to support an End User Customer Support program. In this mission we provide Tier 1, 2, and 3 Help Desk Support, system operational status monitoring, obsolescence/license management, status reporting, and field repair for equipment. The Assistant Sustainment Manager will work under the direction of the Sustainment Manager, and in their absence, assume their duties. Works under minimal supervision. This position is a “hands-on” position working as part of a team at our Lakeside facility in Edgewood MD.

• Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
  
• Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
  
• Has substantial understanding of job requirements and overall function.
  

Roles & Responsibilities:

• Assign trouble tickets to appropriate staff based on triage or description of the problem
  
• Track status of open tickets and operational issues
  
• Follow-up daily on open tickets to ensure agents properly document their interactions
  
• Monitor system status via multiple reporting tools and assign appropriate staff to investigate
  
• Prioritize workload based on priority of issues
  
• Manage Software license procurement
  
• Prepare various weekly and monthly reports and briefings
  
• Answer questions and assist users on more difficult issues
  
• Track obsolescence of hardware and software use in the system
  
• Provides Help/Service Desk support to end users on a variety of issues.
  
• Identifies, researches, and resolves problems.
  
• Enter Help Desk tickets resolution and reports are accurately documented and grammatically.
  
• Drives decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
  
• Develop, support and establish company guides for the servicing and repairs of contract hardware and software.
  

Minimum Qualifications:

• Bachelor’s degree and 8+ years of relevant work experience OR 4 years of additional directly experience in lieu of degree
  
• Must currently possess an active Secret clearance
  
• CompTIA Security+ required or equivalent/higher level certifications
  
• 2 years experience running and managing a Help Desk
  
• Experience and knowledge of Microsoft Office/M365 applications & ability to work firsthand with customers and resolve complaints.
  
• Experience in handing PII for commercial and Government customers.
  
• Strong computer skills including experience with Microsoft Windows and Microsoft Office.
  
• Experience creating monthly helpdesk reports
  
• Must have a desire to learn and work within a team environment and have at least two years of experience in an organization supporting a US Government/ program.
  
• Good written and oral communication skills.
  
• Strong customer-service skills and a high degree of professionalism.
  

You Might Also Have:

• Experience as a System Administrator or Field Service Representative
  
• Information Assurance and Risk Management Framework experience.
  
• Field support and system administration experience
  
• Manage and respond to Help Desk calls supporting the current contract.
  
• Experience in working with US Army customers.
  

Original Posting: April 7, 2025
For U.S. Positions: 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: Pay Range $89,700.00 - $162,150.00

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.