The IT Support Lead leads daily SEC Customer Service Desk (CSD) operations supporting the ISS contract, including call-in, walk-in, email, and self-service portal intake channels as the primary front line for incident and service request management. This role ensures timely, high-quality resolution of tickets while enforcing ITIL-aligned incident, request, and escalation processes across the support team. The position supervises service desk technicians, manages queue health and Key Learning Indicators (KLIs)/SLA performance, and ensures complete, accurate documentation in the SEC IT service management platform. The lead collaborates with infrastructure and enterprise operations teams to resolve systemic issues, improve support workflows, and strengthen service delivery outcomes for SEC users.
PRIMARY RESPONSIBILITIES
Service Desk Operations Management
Lead day-to-day operation of the SEC Customer Service Desk as a single point of contact for incident reporting and service requests.
Coordinate coverage for call-in, walk-in, email, and self-service portal intake channels to meet SEC support windows and contract service commitments.
Ensure tickets are logged, categorized, and updated in the IT service management platform with complete lifecycle documentation.
Direct workflow execution to maintain timely response and resolution for end-user support needs.
Incident, Request, and Escalation Control
Oversee end-to-end incident and outage management, including triage, prioritization, escalation, notification, and closure.
Guide technicians through complex technical issues and enforce standardized escalation procedures for unresolved tickets.
Ensure sensitive, timely handling of incidents affecting VIP and high-visibility users, applying defined impact/urgency criteria and escalation protocols.
Partner with cross-functional IT teams to restore service rapidly and minimize operational disruption.
Team Leadership and Workforce Development
Supervise and mentor IT support technicians, providing technical guidance, coaching, and operational direction.
Assign workload across queues to balance capacity, improve throughput, and meet service-level targets.
Train staff on SOPs, ticket quality standards, and customer service expectations for consistent execution.
Support onboarding and continuous development of service desk personnel to improve team performance.
Performance Management, Compliance, and Service Improvement
Track and report KLI/SLA performance metrics, ticket trends, and service outcomes to leadership.
Audit queue activity and ticket records for documentation accuracy, compliance, and closure quality.
Maintain and update support SOPs, workflows, and service delivery protocols in coordination with SEC stakeholders.
Identify recurring issues and drive corrective actions, knowledge updates, and process improvements to reduce repeat incidents.
REQUIRED QUALIFICATIONS
Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). In lieu of degree, additional years experience may be required.
This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.
Ability to obtain and maintain SEC Public Trust.
Minimum 5 years of IT support experience in an enterprise service desk environment.
Minimum 2 years of leadership or supervisory experience managing service desk technicians.
Strong knowledge of ITIL processes, incident management, and Key Learning Indicators (KLIs).
IT service management (ITSM) ticketing systems for incident and service request lifecycle management.
Ticket queue monitoring, KLI/SLA compliance tracking, and performance reporting.
Escalation management and cross-team coordination for complex incident resolution.
Documentation accuracy and quality control within the ITSM system.
PREFERRED QUALIFICATIONS
Experience leading service desk operations on a federal IT services contract.
Demonstrated success improving KLI/SLA attainment through queue optimization and workflow redesign.
Experience supporting high-visibility users and coordinating major incident communications.
Familiarity with SEC-style operational governance, audit support, and compliance-driven documentation practices.
Strong background in knowledge management and self-service enablement to reduce repeat tickets.
ITIL 4 Foundation
HDI Support Center Team Lead (SCTL)
ServiceNow Certified System Administrator (CSA)
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Original Posting:
May 11, 2026
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:
Pay Range $65,650.00 - $118,675.00
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.
About Leidos
Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
