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Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.
The Digital Modernization Sector is seeking a highly qualified Help Desk Services Single Point of Contact (SPOC) Manager to support the Department of Homeland Security (DHS) Transportation Security Administration (TSA) (FOCUS) program in Springfield, VA, supporting the TSA Office of Information Technology (OIT).
Primary Responsibilities:
Provides operational leadership for the Enterprise Service Desk (Single Point of Contact – SPOC) supporting the End User Services Division (EUSD)
Organizes, directs, and manages service desk operations to ensure timely resolution of incidents and service requests, effective escalation management, and compliance with service level agreements (SLAs) and operational performance requirements
Oversees service desk personnel and daily operations including ticket management, workload balancing, shift coordination, escalation handling, and performance monitoring to maintain consistent, high-quality support for TSA users
Serves as the primary liaison between the service desk, program leadership, and TSA stakeholders to support major incidents, enterprise IT initiatives, and continuous service improvement efforts
In addition to general management activities, the service desk manager is also the leader of a critical IT service-management function that processes a large volume of service requests each day. The service desk manager is responsible for smooth operations, that SLAs are being fulfilled and service-desk clients’ customer satisfaction with support. He or she is actively involved in the day-to-day activities of his or her team, with a direct accountability for service desk performance. Common service operations activities for the service desk manager include:
Mentoring
Escalations
Executive communications
Workload balancing
Operational performance monitoring
Continuous improvement
SLA compliance
Managing shift hand-offs
Provide as needed support to other important service management and business activities to include:
Major incidents
Changes and releases
Disaster recovery planning
Reorganizations/M&A
ITSM-tool-implementation projects
Basic Qualifications:
Requires BA/BS in a technical or management discipline. In lieu of degree, additional experience may be required.
Requires a minimum of 5 years of experience in IT service delivery, service desk operations, or end-user services support
Requires a minimum of 2 years of experience managing service desk teams or IT support operations in a large enterprise environment
Experience managing high-volume IT service desk operations supporting geographically distributed users
Strong customer service orientation with demonstrated ability to lead and collaborate with government customers, technical teams, and management
Strong analytical and problem-solving skills, along with excellent written and oral communication skills
Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL)
Proven skills in escalation management, performance monitoring, and process improvement
Excellent communication and interpersonal skills to effectively interact across organizational levels and stakeholders
The ability to obtain and maintain TSA Suitability
The ability to obtain and maintain a Secret security clearance
Desired Qualifications:
Certifications:
ITIL 4
PMI Program Management Professional (PMP) certification
Other service management credentials
Experience:
Previous work experience with ServiceNow
Have supported federal IT contracts, preferably within DHS or TSA environments
Experience managing enterprise service desk operations supporting large operational workforces
Have worked in a regulated, mission-critical environments requiring continuous operations and high availability support
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.
The Leidos pay range for this job level is a general guideline only and 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.