Service Desk Technical Lead/Onsite Support

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

Description

The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.

In addition, this Technical Lead will provide onsite support to troubleshoot, repair, and manage hardware, software, and network systems. It is essential for tasks requiring physical access and hands‑on hardware repairs.

Primary Responsibilities

As a Service Desk Technical Lead/Onsite Support, you will:

• 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 that get sent back to the team
• Provide escalation follow-up
• Mentor and provide operational support to agents
• Coordinate with OST to ensure additional operational support coverage for the team
• Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals
• Position team toward delivery of Enterprise metrics
• Assist and train SvD agents
• Provide environment for continued agent development
• Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR's Basic Qualifications

Basic Qualifications

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
• Minimum of 6 months of tenure with the NMCI Service Desk
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
• 8570 certification - CompTIA Security +CE
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
• Superior skills in both written and verbal communication.
• Proficiency with Microsoft PowerShell
• Strong problem-solving skills.
• Advanced knowledge of computer and networking technology.
• Ability to effectively document issues, troubleshooting steps, and resolutions implemented.
• Understands NMCI internal structure, processes and tools.
• Proficient with HPSM ticketing and Knowledge Management System.
• Must be a US Citizen.
• Able to work assigned shifts as needed, including overnights and weekends.

Preferred Qualifications

• Candidates with Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk
• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
• Candidates with strong metrics in PAR and AHT
• Proactive learner who takes ownership of their own growth and career development

The hourly rate for this position is $36.00.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.