Leidos · 10 hours ago
Deskside Support Manager
Washington, DC
Full-time
Onsite
Senior Level
$83K/yr - $149K/yr
6+ years expLeidos is a leading technology company dedicated to delivering innovative solutions and empowering its teams. The Deskside Support Manager will oversee the delivery of IT support services to a Federal customer, managing a team of technicians and ensuring high-quality service delivery while interfacing with key stakeholders.
National DefenseGovernmentElectronicsSoftwareInformation TechnologyComputerInformation ServicesNational Security
No H1B
U.S. Citizen Only
Responsibilities
Ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice
Performing at the customer site in Washington, DC, the Deskside Support Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services
Leading a team of 10-15 Deskside Support technicians that supports a wide range of customers across two facilities in the Washington DC area, and three remote field locations. The Desk Side team is responsible for providing Tier-2 and Tier-3 end-user services and technical support, and acts as a vital link between our off-site Tier-1 Service Desk and our System Engineering and Operations groups
The Deskside Support Manager may travel between two sites within the local Washington, DC, area to interface with customers and to manage the staff
In addition to direct supervision of the desk side staff, the individual selected for this position will be responsible for interfacing with the Tier 1 Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff. Additionally, this person is expected to manage escalation and hand-off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs)
Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details as well as Spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions
Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity
Establish a meeting rhythm with the customer End-User Service lead on a weekly basis at the minimum. Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions
Delver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team. Develop or generate ticket queue metric reports from ServiceNow, tracks the teams assignments and drives incidents and request tickets to closure
Must provide timely responses to the customer and Leidos email data calls and requests
Responsible for hiring, employee recognition, and overall team performance
Addresses employee performance concerns and engages the Leidos PM when required
Qualification
Required
Bachelor's Degree BS degree and 10+ years of prior relevant experience OR Masters with 6+ years of prior relevant experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree
Prior Leadership experience
A strong IT services background, with past experience providing day-to-day IT services both as an individual contributor and as a leader
A thorough understanding of how to manage a team of technicians supporting multiple diverse end-user systems while meeting Service Level delivery targets
Excellent written and verbal communications skills
Ability to multitask and function in a quick-paced environment
Experience leading organizations performing IT Operations
Strong experience with service, incident, and problem management
Demonstrated experience with a modern service ticketing system such as ServiceNow
Ability to obtain and maintain a public trust security clearance
U.S. Citizen
Above all, this person must have a customer-first attitude and be willing to go the extra mile to make sure the services delivered are provided with the highest possible quality levels and under an appropriate sense of urgency
Preferred
Past experience with the Department of Justice
Experience supporting organizations involved in litigation
ITIL certification
Benefits
Competitive compensation
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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