User Experience UX Manager

The Leidos Digital Modernization Sector has a career opportunity for a User Experience UX Manager to support the Air Force National Capital Region (AFNCR) Information Technology Services program at Joint Base Andrews, MD. 

Position Summary:
The successful candidate will assist the Government staff by developing & improving a broad range of processes, workflows, and Microsoft-centric training material to support senior Air Force leaders. Additionally, the UX Manager will aid Government staff by developing, maintaining, and improving the AFNCR ITS Catalog and provide continuous process improvement analysis in support of those services.

If this sounds like the kind of environment where you can thrive, keep reading!

The Leidos Digital Modernization Sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. 

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Primary Responsibilities:

• Supervise and manage the Knowledge Management, Customer Relations, and Service Delivery Management teams.

• Act as the Deputy for Strategic Operations, assisting with Solutions Management, Problem Management, and AFIN engagement.

• Direct Mission Stakeholder outreach program, collecting senior leader perspectives on service quality and gaps. 

• Develop and review strategic communications impacting new, changing, or degraded services.

• Oversee the AFNCR’s Information Technology In- / Out-processing program.

• Lead special projects aim at enhancing or improving service delivery and customer experience.

• Lead Quality of Service (QoS) initiatives, coordinating with higher-level organizations such as the Cyberspace Capabilities Center, Air Force Lifecycle Management Center, and Chief Information Office.

• Ensure the underlying processes for service execution, fulfillment, and delivery are operating effectively and efficiently.

• Engage customers to ensure catalog items provide desired affects and baseline offerings are sufficient for business operations.

• Oversee development and sustainment of the AFNCR customer-facing, electronic Service Catalog.

• Engage stakeholders and customers to ensure the customer-facing Service Catalog is effective and user-friendly.

• Assist senior leaders in developing business analytics reports.

• Direct the Service Catalog training program, ensuring customers are familiar with the contents and able to make requests, track status, and provide feedback efficiently.

• Lead teams operating, maintaining, and sustaining the AFNCR's knowledge base.

• Lead a contract team, augmenting the Government staff, in building and updating the AFNCR ITS Catalog.

• Drive the Service Fulfillment training program, ensuring AFNCR ITS technicians are familiar with catalog offerings and how to receive, document, execute, and deliver services.

Basic Qualifications:

• A bachelor’s degree with 12+ years of experience; or a master's degree with 10+ years of experience. Additional years of experience may be used in lieu of degree.

• Possess a current DoD Secret clearance.

• Requires a minimum of eight years of experience supervising and managing IT professionals within a DoD environment.

• Prior experience working in the National Capital Region and familiarity with the Headquarters Air Force staff organization.

Preferred Qualifications:

• Prior experience working with AFNCR IT senior stakeholder organizations (844 CG, AFDW/A6, SAF/AA, HAF A2/6, SAF/CN)

• DoD 8570-compliant IAT L3 certification (e.g., CISSP)

• One of more of the following within 6 months after starting:

• Continuous Process Improvement certification or executive course.

• Information Technology Infrastructure Library (ITIL) Foundations certification.

• Google UX Design Certificate or equivalent.

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 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.