Senior IT Service Desk Manager - Careers at Leidos
Leidos
Senior IT Service Desk Manager - Careers at Leidos
Job Description
Join Leidos as Senior IT Service Desk Manager in Fort Belvoir, VA
Leidos seeks a dynamic Senior IT Service Desk Manager for a high-profile DOD contract at Fort Belvoir, VA. Lead enterprise-wide IT support for the agency's ITD, modernizing services for CONUS/OCONUS mission partners. Require active DOD TS/SCI clearance and US Citizenship.
Strategic Leadership & Change Management
Deliver transformative direction to Tier I, II, and remote teams, embedding ITIL4 practices and customer-centric culture. Present IT operations status, KPIs, and align with mission goals in customer meetings. Act as change agent accelerating ServiceNow adoption.
Process & Platform Expertise
Spearhead ServiceNow enhancements in ITSM, ITOM, SAM/HAM. Mature Problem and Knowledge Management to boost efficiency and cut incidents. Optimize workflows prioritizing mission impact and SLAs.
Operational Excellence
Manage daily service desk ops, cybersecurity for classified/unclassified systems, task reporting in ITSM. Collaborate on SOPs/TTPs, run weekly reviews, training. Ensure top-tier documentation and data quality.
Performance & Reporting
Produce metrics reports showcasing improvements in ops, customer experience, AQL/SLA targets. Document all troubleshooting for analysis.
Basic Qualifications
- Bachelor’s +8 years or Master’s +6 years experience
- Proven service desk improvements/SLA success
- Active TS/SCI, ITIL4 Foundation+, IAT II cert
- 4+ years ServiceNow ITSM, ACD systems, remote tools
Preferred Qualifications
- ServiceNow CSA/ITSM certs
- ITIL4 maturation in DOD
- ITOM/SAM/HAM experience
- Windows/Cisco admin
- Lean Six Sigma/HDI
Salary: $82,550 - $149,225. Leidos builds innovators who reshape IT service delivery.
Locations
- Fort Belvoir, Virginia, United States
Salary
82,550 - 149,225 USD / yearly
82,550 - 149,225 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- ITIL4 Processesintermediate
- ServiceNow ITSM/ITOM/SAM/HAMintermediate
- Problem Managementintermediate
- Knowledge Managementintermediate
- Automated Call Distribution (ACD)intermediate
- Remote Desktop Toolsintermediate
- Cybersecurity Defenseintermediate
- Windows Server Administrationintermediate
- Cisco Networksintermediate
Required Qualifications
- Active DOD TS/SCI Clearance (US Citizenship) (experience)
- ITIL 4 Foundation Certification or Higher (experience)
- IAT Level II Certification (experience)
- 4+ Years Hands-On ServiceNow ITSM (experience)
- Bachelor’s +8 Years or Master’s +6 Years Relevant Experience (experience)
- Experience Driving Service Desk Improvements and SLA Achievement (experience)
Responsibilities
- Provide transformative leadership to Tier I/II/remote support teams fostering continuous improvement
- Drive ITIL4 adoption and ServiceNow optimization across ITSM/ITOM/SAM/HAM
- Develop and mature Problem/Knowledge Management to reduce incidents
- Oversee daily operations, workflow prioritization, task tracking, and SLA compliance
- Generate reports on KPIs, attend customer meetings, and maintain technical documentation
Benefits
- general: Competitive Salary $82,550-$149,225
- general: Comprehensive Health, Dental, Vision Insurance
- general: 401(k) Matching and Retirement Plans
- general: Professional Development and Certification Reimbursement
- general: Generous Paid Time Off and Flexible Work Options
- general: Employee Stock Purchase Plan
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Answer 10 quick questions to check your fit for Senior IT Service Desk Manager - Careers at Leidos @ Leidos.
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Senior IT Service Desk Manager - Careers at Leidos
Leidos
Senior IT Service Desk Manager - Careers at Leidos
Job Description
Join Leidos as Senior IT Service Desk Manager in Fort Belvoir, VA
Leidos seeks a dynamic Senior IT Service Desk Manager for a high-profile DOD contract at Fort Belvoir, VA. Lead enterprise-wide IT support for the agency's ITD, modernizing services for CONUS/OCONUS mission partners. Require active DOD TS/SCI clearance and US Citizenship.
Strategic Leadership & Change Management
Deliver transformative direction to Tier I, II, and remote teams, embedding ITIL4 practices and customer-centric culture. Present IT operations status, KPIs, and align with mission goals in customer meetings. Act as change agent accelerating ServiceNow adoption.
Process & Platform Expertise
Spearhead ServiceNow enhancements in ITSM, ITOM, SAM/HAM. Mature Problem and Knowledge Management to boost efficiency and cut incidents. Optimize workflows prioritizing mission impact and SLAs.
Operational Excellence
Manage daily service desk ops, cybersecurity for classified/unclassified systems, task reporting in ITSM. Collaborate on SOPs/TTPs, run weekly reviews, training. Ensure top-tier documentation and data quality.
Performance & Reporting
Produce metrics reports showcasing improvements in ops, customer experience, AQL/SLA targets. Document all troubleshooting for analysis.
Basic Qualifications
- Bachelor’s +8 years or Master’s +6 years experience
- Proven service desk improvements/SLA success
- Active TS/SCI, ITIL4 Foundation+, IAT II cert
- 4+ years ServiceNow ITSM, ACD systems, remote tools
Preferred Qualifications
- ServiceNow CSA/ITSM certs
- ITIL4 maturation in DOD
- ITOM/SAM/HAM experience
- Windows/Cisco admin
- Lean Six Sigma/HDI
Salary: $82,550 - $149,225. Leidos builds innovators who reshape IT service delivery.
Locations
- Fort Belvoir, Virginia, United States
Salary
82,550 - 149,225 USD / yearly
82,550 - 149,225 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- ITIL4 Processesintermediate
- ServiceNow ITSM/ITOM/SAM/HAMintermediate
- Problem Managementintermediate
- Knowledge Managementintermediate
- Automated Call Distribution (ACD)intermediate
- Remote Desktop Toolsintermediate
- Cybersecurity Defenseintermediate
- Windows Server Administrationintermediate
- Cisco Networksintermediate
Required Qualifications
- Active DOD TS/SCI Clearance (US Citizenship) (experience)
- ITIL 4 Foundation Certification or Higher (experience)
- IAT Level II Certification (experience)
- 4+ Years Hands-On ServiceNow ITSM (experience)
- Bachelor’s +8 Years or Master’s +6 Years Relevant Experience (experience)
- Experience Driving Service Desk Improvements and SLA Achievement (experience)
Responsibilities
- Provide transformative leadership to Tier I/II/remote support teams fostering continuous improvement
- Drive ITIL4 adoption and ServiceNow optimization across ITSM/ITOM/SAM/HAM
- Develop and mature Problem/Knowledge Management to reduce incidents
- Oversee daily operations, workflow prioritization, task tracking, and SLA compliance
- Generate reports on KPIs, attend customer meetings, and maintain technical documentation
Benefits
- general: Competitive Salary $82,550-$149,225
- general: Comprehensive Health, Dental, Vision Insurance
- general: 401(k) Matching and Retirement Plans
- general: Professional Development and Certification Reimbursement
- general: Generous Paid Time Off and Flexible Work Options
- general: Employee Stock Purchase Plan
Tags & Categories
Answer 10 quick questions to check your fit for Senior IT Service Desk Manager - Careers at Leidos @ Leidos.
Related Books and Jobs