IT Support Manager

Leidos•Washington, DC

2d•Onsite

About The Position

The IT Support Manager leads SEC ISS Customer Service Desk operations that serve as the single point of contact for incident reporting and service requests across the SEC user community. This role is responsible for delivering consistent, high-quality support outcomes by aligning service desk execution with SEC OIT performance requirements, including SLA and KLI tracking, reporting, and continuous improvement. The manager oversees staffing, queue health, escalation handling, and cross-team coordination to restore services quickly and minimize business impact. The position also drives operational discipline in ticket management, communication, and process adherence to improve customer satisfaction and contract performance.

Requirements

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.
Requires Bachelors degree and 8+ years of experience in IT support and enterprise IT operations. In lieu of degree, additional experience is required.
5+ years of experience managing service desk operations in a large enterprise environment.
Demonstrated experience applying ITIL-based incident and service request management practices, including SLA and KLI compliance reporting.
Strong knowledge of ITIL processes and service management best practices.
Incident management, escalation management, and service request workflow management.
SLA/KLI monitoring, performance metrics analysis, and executive reporting.
Enterprise ticket queue management and ITSM process governance.
Cross-team operational coordination and continuous service improvement.

Nice To Haves

ITIL certification.
HDI Support Center Manager.
PMP.
Experience managing service desk delivery on a federal civilian IT contract.
Hands-on experience with ServiceNow or a comparable enterprise ITSM platform for workflow and dashboard optimization.
Experience leading support teams in hybrid environments with HQ and regional office coordination.
Proven record of improving customer satisfaction, reducing repeat incidents, and increasing first-contact resolution.

Responsibilities

Oversee end-to-end Service Desk operations, ensuring timely intake, triage, assignment, and resolution of incidents and service requests.
Ensure the Service Desk functions as the single point of contact and maintains accurate documentation of all actions in the enterprise ticket management system.
Manage coverage models and staffing plans to meet contract-defined call-in and support windows, including surge periods and operational peaks.
Maintain operational readiness for walk-up and remote support channels, ensuring consistent service delivery quality.
Lead, mentor, and develop service desk staff, including setting performance expectations, coaching, and accountability.
Set team direction, prioritize workload, and allocate resources to align with service demand and contractual objectives.
Establish and enforce standard operating procedures, escalation paths, and quality controls for service execution.
Foster collaboration across ISS functional teams and external support groups to improve first-contact resolution and handoff quality.
Monitor ticket queues and service performance to ensure compliance with SLA targets and KLI expectations.
Track and analyze ticket volumes, response/resolution times, backlog trends, and customer satisfaction metrics.
Produce detailed operational reports and dashboards for senior leadership, highlighting risks, trends, and corrective actions.
Use performance data to implement measurable improvements in service levels.
Serve as primary point of contact for high-priority escalations, coordinating rapid response and stakeholder communications.
Lead incident prioritization, escalation, notification, and restoration activities to minimize disruption to SEC operations.
Coordinate with infrastructure, endpoint, and operations teams to address recurring issues and drive root-cause remediation.
Implement process improvements and ensure adherence to organizational standards and IT service management best practices.
May require participation in on-call or surge support activities depending on operational needs.