Service Desk Manager - Military veterans preferred

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 27,000 USCIS employees across more than 250 domestic and international locations.

This position requires the SD manager to be 100% on-site 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 up-to-date 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:

• Bachelor’s 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 fast-paced environment.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and interpersonal skills to interact effectively with stakeholders at all levels.

Original Posting:

For 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:

The Leidos pay range for this job level is a general guideline only and 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.