Onsite Service Desk Lead & Trainer

Leidos Inc; Norfolk (VA); On-site; USD 93,677,000 - 118,474,000; Full time

Job summary

Leidos Inc. is seeking a Service Desk Technical Lead to provide onsite Tier I support at our Norfolk, VA office. The role includes mentoring agents, conducting training sessions, and leading the team toward meeting organizational goals.

The ideal candidate will have NMCI Service Desk experience, CompTIA Security+ CE, and strong communication skills, plus hands‑on skills with PowerShell and networking. Must be a U.S. citizen and able to work assorted shifts, including weekends.

Qualifications

• 8570 certification - CompTIA Security+ CE
• Minimum 6 months tenure with NMCI Service Desk
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days
• Strong written and verbal communication skills
• Proficiency with PowerShell
• US Citizen

Responsibilities

• Provide onsite support
• Troubleshoot, repair, and manage hardware, software, and network systems onsite
• Monitor Teams Chat to assist Tier I Agents
• Assist with training sessions and performance progression
• Prepare for, lead, and follow-up on technical training sessions
• Track agent performance
• Assist Supervisor with ticket analysis
• Research mishandled tickets and provide escalation follow-up
• Mentor and provide operational support to agents
• Coordinate knowledge development and dissemination
• Lead Service Desk Tier I toward organizational goals
• Help drive Enterprise metrics

Skills

PowerShell

Strong communication

Problem solving

Networking knowledge

Documentation

Onsite support

Mentoring

Education

Bachelor's degree in CS/Engineering/IT

High school diploma or equivalent

Tools

HPSM

Knowledge Management System

NMCI Service Desk

Job description

Leidos Inc. is seeking a Service Desk Technical Lead to provide onsite Tier I support at our Norfolk, VA office. The role includes mentoring agents, conducting training sessions, and leading the team toward meeting organizational goals.

The ideal candidate will have NMCI Service Desk experience, CompTIA Security+ CE, and strong communication skills, plus hands‑on skills with PowerShell and networking. Must be a U.S. citizen and able to work assorted shifts, including weekends.