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.
PRIMARY RESPONSIBILITIES
Service Operations Leadership
-Provide strategic oversight and operational leadership for Service Desk, Deskside Support, and AV/VTC support teams, ensuring consistent delivery of enterprise IT support services across all customer engagement channels.
-Direct end-to-end support operations including incident intake, triage, escalation management, service restoration, walk-up support, conference room support, and customer communications.
-Ensure all support functions operate as an integrated service organization aligned to contractual requirements, operational priorities, and customer expectations.
-Oversee staffing models, shift coverage, surge support planning, and resource allocation to maintain operational readiness across all support areas and SEC locations.
Team Leadership and Workforce Management
-Lead and develop managers, supervisors, and technical staff across Service Desk, Deskside, and AV/VTC operations through coaching, mentoring, performance management, and professional development initiatives.
-Establish operational priorities, accountability standards, and performance expectations to ensure efficient service delivery and high customer satisfaction.
-Promote collaboration across engineering, infrastructure, security, endpoint, and operational support teams to improve service coordination, escalation efficiency, and issue resolution.
-Drive a customer-focused culture centered on responsiveness, professionalism, communication, and continuous service improvement.
Operational Performance and Service Delivery
-Oversee SLA, KPI, and KLI performance across all support functions, ensuring compliance with contractual service levels and operational objectives.
-Monitor operational metrics including ticket volumes, response and resolution times, backlog trends, conference room reliability, customer satisfaction scores, and escalation performance.
-Provide executive-level operational reporting, dashboards, and briefings highlighting service health, operational risks, staffing trends, and improvement initiatives.
-Ensure standardized processes, knowledge management practices, escalation procedures, and quality assurance controls are consistently implemented across all support teams.
Escalation Management and Continuous Improvement
-Serve as the senior operational escalation point for high-impact incidents, VIP issues, major outages, and critical AV/VTC events requiring rapid coordination and executive communication.
-Lead cross-functional incident response efforts to minimize operational disruption and ensure timely restoration of services.
-Identify operational inefficiencies, recurring issues, and service gaps, driving corrective actions, process optimization, automation, and long-term service improvements.
-Ensure adherence to IT service management best practices, organizational standards, security requirements, and governance processes while supporting modernization and innovation initiatives.
SLA/KLI Performance and Reporting
- 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.
Escalation, Coordination, and Continuous Improvement
- 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.
REQUIRED QUALIFICATIONS
Citizenship/Work Authorization: Requires US Citizenship
Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).
Education: Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). Additional years of experience may be substituted in lieu of degree.
Experience:
- 10+ years of experience in IT support and enterprise IT operations.
- 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.
Technical Skills:
- 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.
PREFERRED QUALIFICATIONS
- 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.
WORK ENVIRONMENT / OTHER
Operational Support: May require participation in on-call or surge support activities depending on operational needs.
Location: On-site at SEC HQ, Washington, DC.
Travel: Limited travel as required by contract direction and with appropriate COR approval.
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:June 17, 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
- U.S. Citizenship
- Ability to obtain and maintain SEC Public Trust clearance
- Bachelor's degree in IT, Computer Science, Engineering or equivalent experience
- 10+ years of experience in IT support and enterprise IT operations
- 5+ years managing service desk operations in a large enterprise environment
- Experience applying ITIL-based incident and service request management, including SLA and KLI reporting
- Strong knowledge of ITIL processes and service management best practices
- Incident management, escalation management, and service request workflow management experience
- SLA/KLI monitoring, performance metrics analysis, and executive-level reporting experience
- Enterprise ticket queue management and ITSM process governance experience
- Cross-team operational coordination and continuous service improvement experience
- On-site work at SEC HQ, Washington, DC
- ITIL certification
- HDI Support Center Manager certification
- PMP certification
- Experience managing service desk delivery on a federal civilian IT contract
- Hands-on experience with ServiceNow or a comparable enterprise ITSM platform
- 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
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.
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