Service Delivery Lead SDLSenior Logistics Analyst

The Service Delivery Lead (SDL)/Senior Logistics Analyst at White Sands Test Facility (WSTF) is responsible planning organizing securing and managing resources to bring about the successful completion of specific program goals and objectives. Duties may include ensuring that all functions run within scope time and budget constraints. Interfaces with task and function leaders subcontractors and support personnel. In this onsite role the SDL/Senior Logistics Analyst will report to the Service Delivery Operations Manager in successfully executing program requirements at WSTF which is located near Las Cruces New Mexico.

The SDL/Senior Logistics Analyst position will support the NASA EndUser Services and Technologies (NEST) contract. The NEST contract provides enduser services such as compute mobile and print device deployment and refresh incident and problem management email and collaboration enterprise operations and information security to all 10 NASA Centers and other performance sites nationwide.

Primary Responsibilities:

• Lead a small team that executes against field services and logistics requirements to successfully meet end user IT service level agreements.

• Provide coaching and feedback to local staff regarding individual and team performance. Mentor staff to ensure continued professional development.

• Interact daily with subcontractor(s) performing end user desktop mobile and print services.

• Serve as initial escalation point for customers regarding service issues/questions.

• Review tickets in Service Now to ensure services are delivered within the agreed upon time frames. Evaluate supply needs and provide agility to insure needed IT Assets are in place to satisfy customer ticket needs.

• Oversee all aspects of quality assurance including establishing metrics applying industry best practices and developing new tools and processes to ensure quality goals are met.

• Focuses on the tracking and control of service assets in the IT infrastructure and collaborates working with Logistics Managers to meet inventory management cycle counts and asset management goals.

• Interact with Enterprise Service Delivery Manager Enterprise Senior Logistics Manager JSC Logistics Manager and Center Operations Manager to escalate customer/performance/staffing issues.

• Work closely with program Service Delivery Logistics Operations Procurement and Finance teams to ensure endtoend fulfillment of the product line.

• Work collaboratively with company and customer stakeholders to define and proactively shape device hardware requirements.

• Work collaboratively with program engineering and operations teams to codevelop integrated hardware/software solutions to keep the end user compute product line at the forefront of industry technology.

• Ensure timely update to customer deliverable documents and communications artifacts including technology refresh plans product and service catalog content and configuration documentation.

• Identify opportunities to improve the daytoday compute and mobility service delivery operations through continual service improvement and undertake projects that improve the overall delivery service across at WSTF as well as all NASA Centers.

• Supports the creation of the Service Asset & Configuration Management (SACM) process activities and procedures

• Verify and approve/reject team timecards on a weekly basis.

• Other duties as assigned.

Basic Qualifications:

• Must be able to obtain a Public Trust Clearance.

• Customerservice oriented with a problemsolving attitude is key.

• Background in hardware setup deployment and maintenance to include Computers Printers and Mobile Devices.

• Track record of working effectively within a team and support to peers toward improved processes and results.

• Proficient in Service Now.

• Proven written and oral communication skills.

• Previous experience leading a small group of projects to deliver IT services.

• Experience interacting with senior level managers and customers.

• Experience working in a fastpaced environment with competing priorities.

Preferred Qualifications:

• NASA IT Experience

• Project Management Experience or Certification (PMP Scrum ITIL or Six Sigma Blackbelt)

• Familiarity with Costpoint Inventory functionality.

• Background in Logistics or Inventory workflows

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 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.