Onsite Service Desk Lead & Technical Trainer

Leidos; Norfolk (VA); On-site; USD 41,000 - 58,000; Full time

Job summary

Leidos in Norfolk, VA is seeking a Service Desk Technical Lead to provide onsite Tier I support, mentor agents, and coordinate with the OST for coverage. The role emphasizes hands-on hardware/software troubleshooting and training delivery to improve incident resolution and operational metrics.

The ideal candidate has 8570 Security+ CE, NMCI/SIPR Tier I experience, PowerShell proficiency, and strong communication skills.

Qualifications

• 8570 certification - CompTIA Security+ CE.
• 6+ months tenure with NMCI Service Desk.
• Experience supporting NNPI and/or SIPR (Tier 1).
• Proficiency with Microsoft PowerShell.
• Strong written and verbal communication skills.
• US Citizenship required.

Responsibilities

• Provide onsite support for hardware, software, and network systems.
• Troubleshoot and repair on-site issues and coordinate with Team to ensure rapid resolutions.
• Mentor and train Service Desk agents; lead training sessions.
• Monitor agent performance and assist with ticket analysis.
• Coordinate with OST for additional coverage and operational leadership.
• Lead knowledge development and dissemination to achieve Enterprise metrics.

Skills

Strong problem-solving

Proficiency with HPSM

Excellent communication

NMCI knowledge

US Citizenship

Education

Bachelor's degree in Computer Science, Engineering, or related IT or equivalent

Tools

PowerShell

HPSM Knowledge Management System

Job description

Leidos in Norfolk, VA is seeking a Service Desk Technical Lead to provide onsite Tier I support, mentor agents, and coordinate with the OST for coverage. The role emphasizes hands-on hardware/software troubleshooting and training delivery to improve incident resolution and operational metrics.

The ideal candidate has 8570 Security+ CE, NMCI/SIPR Tier I experience, PowerShell proficiency, and strong communication skills.