Service Desk Technical Lead/Onsite Support

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

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.

Original Posting:

September 24, 2026

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.

Pay Range:

Pay Range -

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.