Senior Tier 2 Conference Moderator / VTC Specialist

Leidos is committed to advancing enterprise IT capabilities and delivering a seamless, secure, and user-centric experience for our Centers for Medicare & Medicaid Services (CMS) customer. Our program focuses on integrating end-user technologies, collaboration platforms, infrastructure, and applications into a cohesive ecosystem that enhances productivity, drives innovation, and protects critical data. As a Senior Tier 2 Conference Moderator / VTC Specialist, you will serve as a technical leader and operational owner for unified communications and conferencing services across the CMS enterprise. This role is responsible for driving strategy, optimizing service delivery, and ensuring high-quality execution of collaboration technologies and large-scale events. You will oversee conference operations, lead complex technical troubleshooting, and influence continuous improvement efforts across Tier 2 support and conferencing services. This position requires strong analytical judgment, leadership capability, and customer engagement skills, along with the ability to operate independently in a dynamic, high-visibility environment.

As a senior member of the team, you will mentor staff, guide operational priorities, and contribute to the evolution of collaboration tools and service delivery models.

Primary Responsibilities.

Under the direction of the Customer Service (Tier 2) Manager and Service Delivery Manager, you will be responsible, to include, but not limited to:

• Provide technical and operational leadership for enterprise AV/VTC systems, ensuring reliable, secure, and high-performing collaboration environments.
• Lead the team of conference moderator technicians to maintain/operate CMS Large Conferencing Facility to include but not limited to event scheduling, dry run coordination, event scheduling configuration, dissemination of conference appointment information including conference link, instructions, event coordination, testing, event center configuration/reconfiguration, troubleshooting, etc.
• Own and oversee conference operations for CMS facilities, including auditoriums, multipurpose rooms, and media centers, with accountability for event success and user experience.
• Lead planning and execution of high-visibility events, including scheduling strategy, stakeholder coordination, dry runs, system configuration, and real-time issue resolution.
• Act as a subject matter expert (SME) to diagnose and resolve complex technical issues, applying root cause analysis and implementing sustainable solutions.
• Establish and promote best practices for conference moderation, event execution, and collaboration technologies to internal teams and external stakeholders.
• Drive continuous service improvement, leveraging customer feedback, performance metrics, and operational insights to enhance conferencing and Tier 2 support services.
• Influence product and platform evolution by evaluating new features, supporting testing efforts, and providing recommendations to product and vendor teams.
• Support research and knowledge base of roadmap features, newly released features, legacy feature, and/or feature requests of vendors.
• Provide end-user support, configuration, setup, and teardown of audio/video capabilities for onsite events or customer inquiries.
• Oversee service performance management, including SLA/KPI adherence, ticket queue optimization, and resource alignment to ensure timely and effective issue resolution.
• Analyze customer satisfaction metrics (CSAT/NPS) and operational data to identify trends and implement corrective actions that improve the end-user experience.
• Lead and mentor Tier 2 personnel, providing coaching, performance feedback, and technical guidance to ensure consistency and growth across the team.
• Provides thought leadership for team management - identifying process gaps and ensuring consistent standards across teams.
• Develop and implement operational frameworks, including quality standards, training programs, knowledge management, and process documentation.
• Ensures team compliance with processes and adherence to stated KPI's.
• Be an advocate for the Customer, coaching team members to deliver an exceptional experience reflecting empathy and urgency for any struggles our Customers may face
• Create, track and manage the operational performance with the utmost sensitivity to the Customer's experience and needs covering all product lines
• Oversee daily stand-up calls and team meetings to ensure all team members are engaged, informed and collaborating to achieve defined goals/OKRs
• Handle time-sensitive situations with a calm and professional demeanor
• Develop and implement a quality framework, provide timely feedback to junior staff and develop training or development plans to address learni