Deskside Support Lead: IT Service Delivery & Leadership

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

Job summary

Leidos, Inc. is seeking an IT Support Lead to supervise a deskside support team for a federal client. You will oversee day-to-day operations, ensure timely incident resolution, and manage workflows, with a focus on service delivery quality.

This role requires strong ITIL knowledge, incident and escalation management, and the ability to mentor staff. On-site work at NRC headquarters in Rockville, MD may include on-call duties and coordination across IT functions.

Qualifications

• Bachelor's degree or 4 years of equivalent experience.
• 4+ years IT support experience in enterprise environment.
• US citizenship is required and ability to obtain NRC clearance.

Responsibilities

• Lead day-to-day deskside support operations for federal customer.
• Ensure tickets are logged, categorized, and tracked through lifecycle.
• Direct workflow to maintain timely response and resolution for end-user issues.
• Create and update SOPs, knowledge articles, and project management documentation.
• Oversee incident, request, and escalation management with defined SLAs.
• Mentor and supervise deskside technicians and balance workloads across queues.

Skills

Leadership

ITIL

Customer service

Team coaching

Incident management

Education

Bachelor's degree or 4 years experience in lieu of degree

Tools

ServiceNow

ITSM

Job description

Leidos, Inc. is seeking an IT Support Lead to supervise a deskside support team for a federal client. You will oversee day-to-day operations, ensure timely incident resolution, and manage workflows, with a focus on service delivery quality.

This role requires strong ITIL knowledge, incident and escalation management, and the ability to mentor staff. On-site work at NRC headquarters in Rockville, MD may include on-call duties and coordination across IT functions.