Leidos · 4 hours ago
Help Desk Manager
Chantilly, VA
Full-time
Onsite
Mid, Senior Level
$116K/yr - $210K/yr
6+ years expLeidos is a leading company in technical solutions, and they are seeking a Help Desk Manager to lead a team of technical support specialists. The role involves overseeing daily operations of the help desk, ensuring timely resolution of user issues, managing workflows, and collaborating with other departments to maintain high customer service standards.
ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware
Responsibilities
Manage daily help desk operations, ensuring 24/7 coverage
Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations
Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management
Identify areas for improvement and implement strategies to enhance service quality and user satisfaction
Define team goals and lead staff to achieve desired results while being held accountable for team performance
Coordinate resources during escalated off-hour issues
Oversee the development, implementation, and administration of help desk staff training procedures and policies
Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes
Develop partnerships with cross-functional teams to improve and shape how the Technical Help Desk will hand off work, partner on strategic initiatives, and improve customer experience
Provide weekly team meetings and periodic 1:1 coaching to team members
Communicate with senior-level clients
Qualification
Required
Bachelor's degree and 6-8 years of prior relevant experience, or Master's degree with 2-4 years of prior relevant experience
Strong communication skills, both verbal and written
Ability to quickly learn new software and IT concepts
Strong problem-solving and decision-making skills
Self-starter with ability to work in a team environment and independently
Intimate familiarity with Commercial Over The Shelf (COTS) products that the program leverages: Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway
Experience scripting in a Linux environment using Shell and Bash
Deep understanding and background in COTS integration and custom code development
Preferred
Oracle IdAM productions (OAM, OUD, OIF, OID)
WebLogic
Linux/UNIX Experience
LDAPs
PKI Authentication
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
H1B Sponsorship
Leidos has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (65)
2024 (58)
2023 (77)
2022 (65)
2021 (56)
2020 (89)
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
Company data provided by crunchbase