Help Desk Manager
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Job Location:
Chantilly, VA - USA
Monthly Salary:
$ 116350 - 210325
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists overseeing the day-to-day operations of a help desk ensuring timely and effective resolution of user issues by managing workflows monitoring performance metrics training staff and collaborating with other departments to maintain high customer service standards.
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
Basic Qualifications
Bachelors degree and 6-8 years of prior relevant experience or Masters 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
If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.
Original Posting:
January 27 2026For 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 $116350.00 - $210325.00The 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
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Leidos is an innovation company rapidly addressing the world's most vexing challenges in national security and health. Our 47,000 employees collaborate to create smarter technology solutions for customers in these critical markets.
