Service Desk Manager

6 hours ago


Alexandria, Virginia, United States Leidos Full time
Service Desk Manager

Leidos is seeking a highly skilled Service Desk Manager to lead our IT Service Desk team. As a key member of our team, you will be responsible for ensuring the successful delivery of phone and desk side support services to our federal customer.

Key Responsibilities:
  • Oversee the accuracy, timeliness, and documentation of tickets
  • Interface daily with federal and contract leadership
  • Establish and maintain a comprehensive knowledge base of processes
  • Provide exceptional support via exemplary leadership
  • Manage up to 15 direct report staff members providing comprehensive IT support
  • Ensure the accuracy and completeness of ticket data
  • Identify opportunities to streamline service desk workflows and implement automation tools
  • Provide timely responses to the customer and Leidos for all ad-hoc reporting requests
Requirements:
  • Bachelor's Degree plus 4- years of experience
  • Prior Service Desk Leadership experience
  • A strong IT services background with experience providing day-to-day IT services
  • Ability to obtain and maintain a public trust security clearance
  • Experience with federal clients
  • U.S. Citizen
Desired Qualifications:
  • Experience supporting organizations involving a single tier expert support system
  • ITIL certification
  • HDI certification


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