Help Desk Manager

The Leidos National Security Sector is looking for a Help Desk Manager to join our team in the Quantico, VA area supporting a program for a federal law enforcement agency. You will serve as the help desk manager for the 3-tier Help Desk component of an Operations and Support Services program. This role requires daily onsite support at our Stafford, VA office.

At Leidos, you'll join a team of innovators tackling some of the world's most critical challenges through cutting-edge technology and bold ideas. We foster a dynamic and collaborative environment where your expertise will directly contribute to mission success and the significance of your contributions will only be surpassed by the exceptional opportunities for your professional growth and advancement.

Primary Responsibilities:
oManage the ongoing daily operations of the help desk providing quality and timely support to over 3000 end-users
oOversee the help desk team in providing timely and effective support to users, troubleshooting technical issues, and ensuring efficient resolution to minimize downtime and maintain operational continuity
oMonitor help desk performance metrics, analyze trends in user support requests, and generate reports for management, identifying areas for improvement and implementing strategies to enhance service quality and user satisfaction
oProvide IT hardware/software support to law enforcement agencies based in the US and overseas locations while maintaining world-class level support & customer service
oConduct end-user Instructor Lead Training for domestic and international law enforcement agencies in Europe, Asia, South & North America
oManage the planning and execution of international deployments, including managing and configuring of software, training local personnel, and providing enterprise support for the infrastructure
oRepresent the Government and Leidos at the annual conferences held domestically and internationally focusing on accomplishments, new features and future initiatives of the program

Required Qualifications:
oActive Top-Secret Clearance
oUS Citizenship

oTypically requires a BA/BS or equivalent experience and 5+ years or prior relevant experience or Masters with 3+ years of prior relevant experience. Generally has 2+ years of experience supervising or leading teams or projects.
oA minimum of five (5) years experience as a help desk manager 
oDocumented troubleshooting skills and experience on software
oExperience interfacing with a diverse user base
oExceptional communication skills: ability to effectively communicate complex concepts to both technical and non-technical audiences, and negotiate with stakeholders and internal teams
oMinimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User)

Original Posting Date:2024-12-05

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 $78,000.00 - $141,000.00

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.