Deskside Support Lead

Leidos•Rockville, MD

10d•Onsite

About The Position

Leidos, Inc. is seeking an IT Support Lead who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of Deskside support, 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.

Requirements

Must meet contract requirements.
Ability to obtain and maintain NRC Public Trust (up to Q clearance if required).
Bachelor's degree in a relevant field or 4 years of experience in leu of degree.
Minimum 4 years of IT support experience in an enterprise service desk or desktop support environment.
US citizenship is required.
Minimum 2 years of leadership or supervisory experience managing service desk technicians.
Experience applying ITIL-based incident management, escalation control, and KLI/SLA-driven performance management.
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, 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.
IT Project Management experience.

Nice To Haves

Experience leading deskside operations on a federal IT services contract.
Demonstrated success improving SLA attainment through queue optimization and workflow redesign.
Experience supporting high-visibility users and coordinating major incident communications.
Strong background in knowledge management and self-service enablement to reduce repeat tickets.
ITIL 4 Foundation
ServiceNow Certified System Administrator (CSA) or ServiceNow Experience

Responsibilities

Lead day-to-day operation of delivery of Desk Side Support services to a federal customer.
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.
Create documentation knowledge articles and understanding of project management.
Ability to work with Cross functional teams.
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.
Serve as the primary escalation point for complex hardware, software, and network issues that Tier II support techs cannot resolve.
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.
Track and report 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 NRC stakeholders.
Identify recurring issues and drive corrective actions, knowledge updates, and process improvements to reduce repeat incidents.
Create standard operating procedures (SOPs).