Desktop Support Manager

Leidos•Bethesda, MD

3d•$82,550 - $149,225•Onsite

About The Position

Leidos Health & Civil Sector is seeking a Hands-On Desktop Support Manager to work onsite full-time in Bethesda, MD. Candidates must be local to the Washington, DC metropolitan area and able to work onsite five days per week. Candidates must also be a U.S. Citizen or U.S. Person (Green Card Holder) with the ability to obtain a Public Trust Clearance. This position is ideal for a highly technical desktop engineering leader who thrives in a hands-on environment. The Desktop Support Manager will lead a team of approximately 8–10 desktop engineers while serving as the highest level of technical escalation for complex desktop, endpoint, imaging, application, and user support issues. This is not a traditional management-only position. The successful candidate will be expected to remain actively engaged in day-to-day support operations, performing many of the same technical responsibilities as their team while providing leadership, mentoring, operational oversight, and technical direction. The Desktop Support Manager will spend a significant portion of their time troubleshooting advanced issues, supporting endpoint technologies, participating in major incident response, maintaining desktop standards, and ensuring the delivery of secure, reliable desktop services across the enterprise.

Requirements

Associate's Degree with 12 years of relevant experience, Bachelor's Degree in Computer Science, Information Technology, or related field with 10+ years of relevant experience, or equivalent combination of education and experience.
Minimum of 3 years of leadership, supervisory, or team lead experience.
Extensive hands-on enterprise desktop engineering and support experience.
Ability to demonstrate advanced troubleshooting and technical problem-solving skills during the interview process.
Comfortable performing hands-on technical work in addition to personnel management responsibilities.
Strong hands-on expertise with Windows 11 enterprise environments.
Strong hands-on expertise with Active Directory, Group Policy, DNS, and DHCP.
Strong hands-on expertise with endpoint security technologies including encryption, antivirus, firewall management, and patching.
Strong hands-on expertise with desktop imaging and automated deployment tools.
Strong hands-on expertise with endpoint management platforms such as SCCM, MECM, Intune, JAMF, or equivalent.
Strong hands-on expertise with ServiceNow or similar IT Service Management (ITSM) platforms.
Strong hands-on expertise with root cause analysis and incident management.
Must possess at least one of the following certifications: CompTIA Security+, Network+, or equivalent.
U.S. Citizen or U.S. Person (Green Card Holder).

Nice To Haves

ITIL Foundation (preferred)
Experience supporting Federal, NIH, or HHS environments.
Experience managing desktop virtualization environments.
ITIL Foundation certification.
Microsoft enterprise certifications.
Ability to obtain a Public Trust Clearance.

Responsibilities

Lead a team of approximately 8–10 desktop engineers.
Serve as the highest level of technical escalation for complex desktop, endpoint, imaging, application, and user support issues.
Remain actively engaged in day-to-day support operations, performing many of the same technical responsibilities as their team.
Provide leadership, mentoring, operational oversight, and technical direction.
Troubleshoot advanced issues.
Support endpoint technologies.
Participate in major incident response.
Maintain desktop standards.
Ensure the delivery of secure, reliable desktop services across the enterprise.