Deskside Support Lead - IT Ops & VIP Incident Champion

Leidos; Rockville (MD); On-site; USD 66,000 - 119,000; Full time

Job summary

Leidos is seeking an IT Support Lead to guide a deskside support team for a federal customer in Rockville, MD. You will manage ticket lifecycles, drive incident resolution, and ensure service quality through SOPs and performance metrics.

You will mentor staff, balance workload, and collaborate with cross-functional IT teams to minimize disruption while maintaining high customer service standards. US citizenship is required.

Qualifications

• Bachelor's degree or 4 years of relevant IT experience.
• Minimum 4 years IT support experience in an enterprise service desk.
• US citizenship is required.
• Ability to obtain NRC Public Trust clearance.

Responsibilities

• Lead day-to-day operation of Desk Side Support for a federal customer.
• Oversee incident, request, and escalation management with defined SLAs.
• Mentor and supervise IT support technicians and assign workload.
• Update SOPs, knowledge base, and performance reports for leadership.
• Coordinate cross-functional IT teams to restore service rapidly.

Skills

Leadership

ITIL knowledge

Incident management

Cross-functional collaboration

Documentation

Education

Bachelor's degree or 4 years experience

Tools

ITSM systems

ServiceNow

ITIL processes

Job description

Leidos is seeking an IT Support Lead to guide a deskside support team for a federal customer in Rockville, MD. You will manage ticket lifecycles, drive incident resolution, and ensure service quality through SOPs and performance metrics.

You will mentor staff, balance workload, and collaborate with cross-functional IT teams to minimize disruption while maintaining high customer service standards. US citizenship is required.