Job Description

Description At Leidos, we deliver innovative solutions guided by our commitment to deliver mission success for our customers. Our Mission, Vision, and Values guide the way we do business serving government and commercial customers with smarter, more efficient digital and mission innovations. The Digital Modernization Sector is focused on delivering secure, mission-focused solutions at scale to accelerate our customer’s digital transformation objectives. We deliver secure, customized enterprise IT solutions, increase efficiencies, decrease burdens, and minimize vulnerabilities in complex IT operations. Offering a comprehensive, human-centric approach, we leverage our distinctive health technology capabilities to accelerate our customers' transformation needs so that they can better serve their beneficiaries. Leidos is seeking a highly qualified Help Line Manager to join our team. As a Help Line Manager, you will oversee a team of call center representatives responsible for ensuring the quality, timeliness, and accuracy of communication with beneficiaries and other program stakeholders. This role demands advanced problem-solving skills, leadership capabilities, and the ability to coordinate with other SSA partners to ensure professional and accurate telephone communication. Additionally, the Help Line Manager will be responsible for organizing Help Line-related training and testing opportunities to enhance team performance. Key Responsibilities: Oversee call center operations and managing customer service representatives. Provide leadership and guidance to call center staff, fostering a collaborative and efficient work environment. Ensure the quality, timeliness, and accuracy of communication with beneficiaries and other program stakeholders. Coordinate with SSA partners to ensure telephone communication is accurate and professional. Organize and manage Help Line-related training and testing opportunities to improve team performance. Handle inquiries from Ticket-eligible beneficiaries, non-beneficiaries, Employment Networks (ENs), State agencies, Federal agencies (including the President’s executive staff and congressional staff), advocacy groups, and other interested parties. Address complex issues and provide solutions that meet the needs of diverse stakeholders. Maintain compliance with organizational policies and procedures while delivering high-quality customer service. Collaborate with other managers and team members to continuously improve call center operations. Qualifications: Requires a BA/BS or equivalent experience and 8+ years of prior relevant experience or master’s with 6+ years of prior relevant experience. Generally, has 4+ years of experience supervising or leading teams or projects. Proven experience in a managerial role within a call center or customer service environment. Strong problem-solving skills and the ability to handle complex inquiries. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced and dynamic environment. Experience in coordinating training and testing opportunities for team development. Clearance Required: Must be able to successfully clear a Public Trust background determination during the course of employment. Original Posting: May 15, 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 $101,400.00 - $183,300.00 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.

• Remote
• J-18808-Ljbffr Leidos

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