Leidos · 7 hours ago
Service Desk Manager (USAF Cloud One)
Bedford, MA
Full-time
Onsite
Mid, Senior Level
$83K/yr - $149K/yr
5+ years expLeidos is an industry and technology leader serving government and commercial customers. They are seeking a Service Desk Manager to support a multi-cloud environment for the U.S. Air Force, focusing on improving service desk operations and managing a team to enhance IT service delivery.
ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
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
Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
US citizenship required
Certifications: CompTIA Security+ or equivalent (IAT-2)
Preferred
Experience with USAF Cloud One or Platform 1
Experience with Knowledge Management
Cloud certifications in AWS, Azure, Google, or Oracle clouds
Benefits
Health and Wellness programs
Income Protection
Paid Leave
Retirement
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
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