Senior IT Service Desk Manager

Leidos is seeking a dynamic and experiencedSenior IT Service Desk Managerto support a large high-profile DOD contract inFort Belvoir VA.We are looking for a transformative leader to act as a change agent driving cultural evolution and advancing the adoption of ITIL4 processes and ServiceNow functionality.

The program provides enterprise-wide IT support to enable the agencys Information Management & Technology Directorate (ITD) to consolidate modernize and continuously innovate the delivery of IT services to mission partners operating in CONUS and OCONUS locations.

The successful candidate will manage all facets of IT Service Desk support from daily operations and administration to cybersecurity defense for classified and unclassified systems. This role is pivotal in maturing the service desk by leveraging Problem and Knowledge Management and driving significant enhancements across the ServiceNow platform (ITSM ITOM and SAM/HAM) over the next year.

Clearance: Must have an active DOD TS/SCI clearance (US Citizenship required)

Key Responsibilities:

• Strategic Leadership

  • Provide transformative leadership and direction to Tier I Tier II and remote support personnel fostering a culture of continuous improvement and customer-centric service.

  • Act as a primary change agent driving the adoption and optimization of ITIL4 processes and practices within the team.

  • Attend customer meetings to present the status of IT operations report on key performance indicators (KPIs) and align service delivery with mission objectives.

• Process and Platform Management

  • Lead the strategy for leveraging and enhancing ServiceNow functionality with a focus on ITSM ITOM and SAM/HAM modules.

  • Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency.

  • Control and optimize team workflow ensuring tasks are prioritized based on mission impact and Service Level Agreements (SLAs).

• Operational & Team Management

  • Oversee task tracking and reporting using the ITSM system ensuring all activities are accurately documented.

  • Collaborate with various departments to gather information and ensure documentation (SOPs TTPs and how-to guides) accurately reflects current and future-state processes.

  • Facilitate team meetings including weekly operations reviews performance analysis and training sessions to build team capabilities.

• Performance & Reporting

  • Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics customer experience and AQL/SLA targets.

  • Document all support requests and troubleshooting processes in the ticketing system ensuring data quality for performance analysis.

  • Maintain and revise technical documentation to reflect current system configurations and process modifications.

Basic Qualifications:

• Bachelors Degree with 8 years of relevant experience or a Masters Degree with 6-10 years of experience. (Additional specific experience will be considered in lieu of a degree).

• Demonstrated experience driving measurable improvementsin service desk operations enhancing the customer experience and achieving and exceeding AQL/SLA targets.

• Must have an active DOD TS/SCI clearance.

• Current ITIL 4 Foundation Certification or higher.

• Demonstrated experience with ServiceNow including at least four (4) years of hands-on work with an ITSM ticketing system.

• Experience with automated call distribution (ACD) systems.

• Must possess an Information Assurance Technician (IAT) Level II certification.

• Experience with remote desktop takeover tools.

Preferred Qualifications:

• Applicable ServiceNow certifications(e.g. Certified System Administrator - CSA Certified Implementation Specialist - ITSM).

• Experience with the implementation and maturation of ITIL4 components(especially Problem and Knowledge Management) within a Department of Defense (DOD) agency.

• Experience with ServiceNow ITOM and/or SAM/HAM modules.

• Systems or network administration experience in Windows Server and/or Cisco environments.

• Certification in other process improvement frameworks such as Lean Six Sigma or HDI.

At Leidos we dont want someone who fits the moldwe want someone who melts it down and builds something better. This is a role for the restless the over-caffeinated the ones who ask whats next before the dust settles on whats now.

If youre already scheming step 20 while everyone else is still debating step 2 good. Youll fit right in.

Original Posting:

Pay Range:

The 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.