Leidos

Service Desk Manager

Leidos

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $82,550 - $149,225 per year

About the role

  • Manage service desk based on industry leading standards
  • Lead a group of 5-15 Help Desk
  • Prioritize and resolve IT concerns and escalate as needed
  • Participate in initiatives to reduce the number of human service desk interactions needed over time
  • Provide support across multiple channels (e.g., phone, chat, self-service portals)
  • Participate in initiatives to provide self-service capabilities to the maximum extent possible for customers
  • Manage 24/7/365 Service Desk for C1 services and support operations
  • Support testing/validation as needed
  • Document processes/lessons learned and maintain service desk records
  • Provide health and status monitoring
  • Document and communicate outage information to co-workers and customers
  • Partner with business stakeholders to understand requirements and translate them into technical solutions
  • Present recommendations to executive leadership
  • Mentor, guide and supervise teams for related activities
  • Lead reviews and provide guidance on complex technical decisions
  • Prepare detailed technical documentation to support development and operational processes
  • Collaborate with team members and provide mentorship to junior staff, fostering a learning environment
  • Act as the Service Desk manager to assess employee performance, hire new employees, and ensure compliance with corporate training requirements

Requirements

  • Bachelor's and five (5) years or more of experience; Master's and three (3) years or more of experience.
  • Additional experience may be accepted in lieu of degree.
  • 2+ years of previous experience supervising teams and/or projects
  • Active Secret clearance at a minimum required to start
  • US citizenship required
  • Certifications: CompTIA Security+ or equivalent (IAT-2)
Benefits
  • competitive compensation
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service desk managementtechnical documentationhealth monitoringstatus monitoringprocess documentationtestingvalidation
Soft Skills
leadershipmentoringcommunicationcollaborationproblem-solvingteam supervisionstakeholder engagement
Certifications
CompTIA Security+IAT-2