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.
PRIMARY RESPONSIBILITIES
Deskside Operations Management
- 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
Incident, Request, and Escalation Control
- 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
Team Leadership and Workforce Development
- 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.
Performance Management, Compliance, and Service Improvement
- 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)
REQUIRED QUALIFICATIONS
Citizenship/Work Authorization: Must meet contract requirements.
Clearance: Ability to obtain and maintain NRC Public Trust (up to Q clearance if required).
Education: Bachelor's degree in a relevant field or 4 years of experience in leu of degree.
Experience:
- 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.
Technical Skills:
- 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
PREFERRED QUALIFICATIONS
- 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
WORK ENVIRONMENT / OTHER
Operational Support: May require participation in on-call or surge support activities depending on operational needs.
Location: On-site at NRC headquarters Rockville, MD.
Travel: As required per contract direction.
If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.
Original Posting:September 14, 2026For U.S. Positions: 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.
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.
Skills Required
- Bachelor’s degree in a relevant field or four years of relevant experience in lieu of a degree
- U.S. citizenship
- Meet contract work authorization requirements
- Ability to obtain and maintain NRC Public Trust clearance, with Q clearance if required
- At least four years of IT support experience in an enterprise service desk or desktop support environment
- At least two years of leadership or supervisory experience managing service desk technicians
- Experience with ITIL-based incident management, escalation control, and KLI/SLA-driven performance management
- Knowledge of ITIL processes, incident management, and Key Learning Indicators
- Experience with ITSM ticketing systems and incident/service request lifecycle management
- Experience with ticket queue monitoring, SLA compliance tracking, and performance reporting
- Experience with escalation management and cross-team coordination for complex incident resolution
- Experience maintaining documentation accuracy and quality control in an ITSM system
- IT project management experience
- Experience leading deskside operations on a federal IT services contract
- Success improving SLA attainment through queue optimization and workflow redesign
- Experience supporting high-visibility users and coordinating major incident communications
- Knowledge management and self-service enablement experience
- ITIL 4 Foundation certification
- ServiceNow Certified System Administrator certification or ServiceNow experience
Leidos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Leidos and has not been reviewed or approved by Leidos.
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Healthcare Strength — Healthcare coverage is described as comprehensive, with multiple plan options, low office-visit copays in some plans, and access to mental health and wellness support tools. The availability of HSA/FSA options and employer contributions is positioned as a meaningful part of the total package.
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Retirement Support — Retirement benefits are framed as a strong component of total rewards, highlighted by a 401(k) match and immediate vesting in the standard package. The Employee Stock Purchase Plan is also presented as an additional long-term wealth-building feature.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle supports extend beyond core insurance, including wellness programs, fitness-related stipends, and assistance resources. Work flexibility and related perks are also included as part of the broader rewards experience.
Leidos Insights
What We Do
We Are Leidos For 50 years we have been tackling some of the biggest problems that face our nation and our world. OUR MISSION Through our culture of innovation and history of performance, we develop deep customer trust built on integrity and create enduring solutions that improve our world. Leidos is a science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Va., Leidos reported annual revenues of approximately $11.09 billion for the fiscal year ended January 3, 2020. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the newly launched Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead.
