Lead Service Desk Manager

Looking for an opportunity to make an impact?

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

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

The National Security Sector technology-enabled services and mission software capabilities for defense and intel customers in the areas of cyber, logistics, security operations, and decision analytics.

Your greatest work is ahead!

The National Security Sector at Leidos currently has an opening for a Lead Service Desk Manager supporting the SABRE program at Hanscom AFB, MA. This position is on a future contract pending award announcement.

Supporting mission-critical systems require elite operational support, and at Leidos, we're looking for a Lead Service Desk Manager who can deliver. You'll oversee technical support operations for SABRE, ensuring swift resolutions to issues that impact mission partners. This is a chance to lead a dynamic, high-performance team at the intersection of technology and mission execution.

Are you ready for your next career challenge? Join a team committed to a Mission!

Responsibilities Include: 

• Train and coach Service Desk team members on effective research, troubleshooting, and solution delivery methods

• Ensure team members stay up to date on existing services, updates, and changes across all classifications

• Identify, develop, and maintain key metrics to provide real-time insights for Government and Contractor leadership

• Analyze help desk performance metrics to identify trends, problem areas, and opportunities for improvement

• Serve as the escalation point and facilitator for severe, mission-critical, or unique technical issues

• Manage day-to-day Service Desk operations, ensuring efficiency and adherence to best practices

• Oversee cloud-based services support, ensuring seamless integration and troubleshooting capabilities

• Apply data analysis techniques to optimize Service Desk performance and enhance customer support outcomes

• Collaborate with engineering and cybersecurity teams to improve incident response and resolution times

• Implement continuous improvement initiatives to enhance overall Service Desk efficiency and effectiveness

Clearance Required:

• Active DoD Secret

Required Experience, Skills, and Education:

• Bachelor’s degree in Computer Science, Mathematics, or equivalent technical field, or minimum of 6 years of enterprise data and information management experience

• 4+ years of experience in technical support and troubleshooting, with a focus on Service Desk operations

• Proven experience managing a technical Service Desk team, including training and coaching staff on troubleshooting methodologies and service management best practices

• Strong understanding of cloud-based services support and data analysis to enhance Service Desk operations

• Ability to identify, develop, and track key metrics to measure help desk performance and provide real-time insights for leadership

• Experience serving as an escalation point for mission-critical or high-priority service issues

• Strong formal Human Factors and/or User Experience (UX) skills to optimize service delivery and customer interactions

• Ability to analyze and improve help desk workflows, ticketing systems, and resolution processes

• Experience ensuring compliance with IT security policies, procedures, and classified environment protocols

Preferred Experience, Skills, and Education:

• ITIL v4 Managing Professional Certification

• HDI Support Center Manager (SCM) Certification

• Microsoft Certified: Modern Desktop Administrator Associate

• Experience managing Enterprise IT Help Desks for DoD/USAF

• Knowledge of USAF Global Service Desk (GSD) and ITSM tools

Original Posting:

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:

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.