Deskside Support Lead — ITIL & SLA Champion

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

Job summary

Leidos, Inc. is seeking an IT Support Lead to oversee a team delivering deskside services for a federal client. You will manage ticket lifecycles, mentor staff, and coordinate with cross-functional IT teams to sustain high customer service levels.

The role requires ITIL-based incident management experience, ServiceNow proficiency, and strong leadership to improve SLA attainment and service delivery. On-site position at NRC Rockville, MD with potential on-call duties.

Qualifications

• Minimum 4 years of IT support experience in enterprise service desk or desktop support.
• 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 KPI/SLA-driven performance management.

Responsibilities

• Lead day-to-day operation of Desk Side Support services for a federal customer.
• Ensure tickets are logged, categorized, and documented through lifecycle.
• Direct workflow to maintain timely response and resolution for end-user needs.
• Develop knowledge articles and support cross-functional collaboration.
• Mentor and supervise IT support technicians, assign workloads and coach staff.

Skills

ITIL processes

Incident management

Leadership

Team mentoring

Customer service mindset

Education

Bachelor's degree

4 years of experience in lieu of degree

Tools

ITSM ticketing systems

ServiceNow

KLI/SLA reporting

Job description

Leidos, Inc. is seeking an IT Support Lead to oversee a team delivering deskside services for a federal client. You will manage ticket lifecycles, mentor staff, and coordinate with cross-functional IT teams to sustain high customer service levels.

The role requires ITIL-based incident management experience, ServiceNow proficiency, and strong leadership to improve SLA attainment and service delivery. On-site position at NRC Rockville, MD with potential on-call duties.