Pentagon Desktop Support Lead: IT Ops & VIP Support

Leidos

Arlington (VA)

On-site

USD 73,000 - 133,000

Full time

2 days ago

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Job summary

The Desktop Support Team Lead at Leidos will oversee a small-to-medium multidisciplinary team of desktop specialists and technicians at The Pentagon, ensuring high availability and rapid issue resolution for Department of the Air Force personnel. You will direct three core operational pillars across the Pentagon: routine requirements, desktop support technicians, and walkup helpdesk.

You will lead the team in incident management, hardware lifecycle activities, and executive event support,

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field with 4+ years of relevant IT end-user support experience; OR Master’s Degree with 2+ years of relevant IT end-user support experience.
Active DoD Secret Security Clearance (adjudicated within the past 6 years) with eligibility to obtain higher levels if required.
DoD 8570/8140 Baseline: Current CompTIA Security+ CE (or equivalent IAT Level II baseline certification).
Leadership experience: demonstrated ability to lead, schedule, and mentor junior technicians in a fast-paced environment.
ITSM experience: hands-on with enterprise ticketing systems (e.g., BMC Remedy, ServiceNow).

Responsibilities

Supervise and mentor a team of Tier I/II desktop support technicians at the Pentagon.
Queue & SLA governance: manage incident queues and SLAs to meet targets.
Escalation management: coordinate with Tier III networks engineering and partners.
Operational reporting: monitor productivity, resolution metrics, and SOP adherence.
Walkup helpdesk & asset management: oversee desk-side support and asset tracking.