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.

*Must be able to work onsite in Woodlawn, MD 5 days a week*

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 Supervisor to join our team. As a Help Line Supervisor, you will oversee the operations of our call center, ensuring exceptional service delivery to a diverse range of stakeholders. This role demands advanced problem-solving skills and the ability to handle complex inquiries beyond those typically encountered in a contact center environment.

Key Responsibilities:

Assists in call center operations and supervises customer service representatives.Provide leadership and guidance to call center staff, fostering a collaborative and efficient work environment.Handle inquiries from Ticket-eligible beneficiaries, as well as 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 supervisors and team members to continuously improve call center operations.

Basic Qualifications:

Bachelors degree with (4)+ years of prior relevant experience; additional experience may be considered in lieu of degree.Proven experience in a supervisory 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.managing a government contact centerSupervising a team of subcontractorsPrepare weekly and monthly reports for leadership on Helpdesk activities, including real-time updates on trends and challenges the team is facingManage recruitment, interviewing, hiring, and onboarding processes for new customer service representatives.Conducted in-depth research and addressed complex inquiriesTrained and mentored colleagues on customer service best practices and Helpdesk operations, improving team performance.

Clearance Required:

Must be able to obtain and maintain a public trust clearance.

Original Posting:July 16, 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 $63,700.00 - $115,150.00

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.