Senior IT Service Desk Manager

Leidos•Fort Belvoir, VA

About The Position

Leidos is seeking a dynamic and experienced Senior IT Service Desk Manager to support a large, high-profile DOD contract in Fort Belvoir, VA. We are looking for a transformative leader to act as a change agent, driving cultural evolution and advancing the adoption of ITIL4 processes and ServiceNow functionality. The program provides enterprise-wide IT support to enable the agency's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services to mission partners operating in CONUS and OCONUS locations. The successful candidate will manage all facets of IT Service Desk support, from daily operations and administration to cybersecurity defense for classified and unclassified systems. This role is pivotal in maturing the service desk by leveraging Problem and Knowledge Management and driving significant enhancements across the ServiceNow platform (ITSM, ITOM, and SAM/HAM) over the next year. Clearance: Must have an active DOD TS/SCI clearance (US Citizenship required)

Requirements

Bachelor’s Degree with 8+ years of relevant experience or a Master’s Degree with 6-10 years of experience. (Additional, specific experience will be considered in lieu of a degree).
Demonstrated experience driving measurable improvements in service desk operations, enhancing the customer experience, and achieving and exceeding AQL/SLA targets.
Must have an active DOD TS/SCI clearance.
Current ITIL 4 Foundation Certification or higher.
Demonstrated experience with ServiceNow, including at least four (4) years of hands-on work with an ITSM ticketing system.
Experience with automated call distribution (ACD) systems.
Must possess an Information Assurance Technician (IAT) Level II certification.
Experience with remote desktop takeover tools.

Nice To Haves

Applicable ServiceNow certifications (e.g., Certified System Administrator - CSA, Certified Implementation Specialist - ITSM).
Experience with the implementation and maturation of ITIL4 components (especially Problem and Knowledge Management) within a Department of Defense (DOD) agency.
Experience with ServiceNow ITOM and/or SAM/HAM modules.
Systems or network administration experience in Windows Server and/or Cisco environments.
Certification in other process improvement frameworks such as Lean Six Sigma, or HDI.

Responsibilities

Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel, fostering a culture of continuous improvement and customer-centric service.
Act as a primary change agent, driving the adoption and optimization of ITIL4 processes and practices within the team.
Attend customer meetings to present the status of IT operations, report on key performance indicators (KPIs), and align service delivery with mission objectives.
Lead the strategy for leveraging and enhancing ServiceNow functionality, with a focus on ITSM, ITOM, and SAM/HAM modules.
Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency.
Control and optimize team workflow, ensuring tasks are prioritized based on mission impact and Service Level Agreements (SLAs).
Oversee task tracking and reporting using the ITSM system, ensuring all activities are accurately documented.
Collaborate with various departments to gather information and ensure documentation (SOPs, TTPs, and how-to guides) accurately reflects current and future-state processes.
Facilitate team meetings, including weekly operations reviews, performance analysis, and training sessions to build team capabilities.
Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets.
Document all support requests and troubleshooting processes in the ticketing system, ensuring data quality for performance analysis.
Maintain and revise technical documentation to reflect current system configurations and process modifications.