Service Desk Manager
Service Desk Manager
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$ 80600 - 145700
1 Vacancy
Job Description
Leidos Digital Modernization sector is seeking an experienced and dynamic Service Desk Manager to support the Department of Homeland Security (DHS).
This role is critical in managing and optimizing the performance of Service Desk operations ensuring exceptional IT support for over 27000 USCIS employees across more than 250 domestic and international locations.
This position requires the SD manager to be 100% onsite in Stennis MS
Primary Responsibilities:
- Lead and manage the Service Desk team to ensure high levels of customer satisfaction and operational efficiency.
- Develop implement and maintain service desk processes and procedures aligned with ITIL best practices.
- Monitor analyze and report on service desk performance metrics to ensure compliance with PWS requirements.
- Coordinate with stakeholders technical teams and vendors to resolve complex technical issues.
- Manage incident problem and change management activities ensuring timely resolution and minimal service disruptions.
- Conduct regular team meetings training sessions and performance reviews to foster professional growth and development.
- Maintain uptodate knowledge of systems applications and tools to provide effective guidance to the team.
- Implement continuous improvement initiatives to enhance service delivery and operational processes.
Basic Qualifications:
- Bachelors degree in Information Technology Computer Science or related field or equivalent work experience.
- Minimum of 5 years of experience in IT service management with at least 2 years in a supervisory or management
- US Citizen and ability to obtain Public Trust. Clearance not required at time of offer but will need to obtain prior to start date.
- Help Desk Institute (HDI) or Service Desk Institute (SDI) certification.
- Strong understanding of ITIL framework; ITIL certification preferred.
- Proven ability to manage and motivate technical support teams in a fastpaced environment.
- Excellent problemsolving analytical and decisionmaking skills.
- Strong communication and interpersonal skills to interact effectively with stakeholders at all levels.
Original Posting:
March 6 2025For U.S. Positions: While subject to change based on business needs Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $80600.00 $145700.00The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.
Required Experience:
Manager
Employment Type
Full-Time
