Help Desk Manager

Leidos; Stafford (VA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Help Desk Manager to lead a dynamic team in delivering exceptional IT support. This role involves managing daily operations of a 3-tier Help Desk, providing crucial assistance to over 3000 end-users, and ensuring operational continuity. You will have the opportunity to work with diverse user groups, conduct training sessions for law enforcement agencies, and represent the organization at significant conferences. Join a collaborative environment that values innovation and offers substantial opportunities for professional growth.

Qualifications

• 5+ years of experience as a Help Desk Manager with a focus on user support.
• Proven ability to lead teams and manage operations effectively.

Responsibilities

• Manage daily operations of the help desk, supporting over 3000 end-users.
• Oversee troubleshooting and ensure efficient resolution of technical issues.

Skills

Help Desk Management

Troubleshooting Skills

Communication Skills

Microsoft Office Suite

Team Leadership

Education

Bachelor’s Degree

Master’s Degree

Tools

Microsoft Office Suite

SharePoint

Job description

Description

The Leidos National Security Sector is seeking a Help Desk Manager to join our team in the Quantico, VA area, supporting a federal law enforcement agency program. The role involves managing the 3-tier Help Desk component of an Operations and Support Services program, with daily onsite support at our Stafford, VA office.

At Leidos, you'll be part of a team of innovators addressing critical challenges through cutting-edge technology and bold ideas. We promote a dynamic, collaborative environment where your expertise will contribute directly to mission success and offer significant opportunities for professional growth.

Primary Responsibilities:

1. Manage daily operations of the help desk, supporting over 3000 end-users with quality, timely assistance.
2. Oversee the help desk team to troubleshoot technical issues, ensuring efficient resolution and operational continuity.
3. Monitor performance metrics, analyze support request trends, and generate reports to identify improvement areas and enhance service quality.
4. Provide IT hardware/software support to U.S. and overseas law enforcement agencies, maintaining high customer service standards.
5. Conduct end-user instructor-led training for domestic and international law enforcement agencies across Europe, Asia, South & North America.
6. Manage international deployments, including software configuration, personnel training, and infrastructure support.
7. Represent the Government and Leidos at domestic and international conferences, highlighting program accomplishments and future initiatives.

Required Qualifications:

• Active Top-Secret Clearance
• U.S. Citizenship
• Bachelor’s degree or equivalent experience with 5+ years relevant experience, or Master’s degree with 3+ years relevant experience; 2+ years supervising or leading teams/projects.
• Minimum of five (5) years as a help desk manager.
• Proven troubleshooting skills with software.
• Experience working with diverse user groups.
• Exceptional communication skills for technical and non-technical audiences, including stakeholder negotiation.
• At least three (3) years of experience with the latest Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint.