Help Desk Manager

The National Security Sector within Leidos is seeking Help Desk Manager with strong systems, software, cloud, and Agile experience to support a complex program to provide Agile development and operations and maintenance for critical systems on a mission-critical program supporting the Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP). PSPD supports the Department of Homeland Security (DHS) and CBP critical missions, specifically screening and processing travelers at the ports of entry (POEs) into the United States. The Help Desk Manager will provide oversight to the Level II services and ensure that service levels are achieved. Primary responsibility is to ensure the Help Desk Level II staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

**This position REQUIRES the candidate to be in Ashburn, VA, twice a week**

Primary Responsibilities

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk Specialists (Level II) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage ticketing queues (participating in escalated calls as needed).
• Oversee solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional customer support or escalation.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.

Basic Qualifications

• BA/BS or equivalent experience with 8+ years of prior relevant experience or Masters with 5+ years of prior relevant experience; OR 4 years of related experience in lieu of degree
• Must be able to maintain and obtain a CBP Background Investigation prior to start
• 10+ years' experience software development environment.
• Proven 8+ years of experience supervising or leading teams or projects.
• Experience with ServiceNow, creating dashboards and automated reports.
• Proficient and working knowledge of Power BI.
• Proficiency with MS Office Products (Word, Excel, Visio, & PowerPoint).
• Excellent written and verbal communication skills.

Preferred Qualifications

• The ability to lead organizational transformation efforts and drive change while ensuring existing service levels remain consistent and high.
• The ability to interact with the CBP PSPD customer and foster a positive relationship with the customer.
• Demonstrated experience in leading a large-scale organization consisting of multiple teams.
• Demonstrated experience developing and implementing effective training and communication strategies for a complex IT system.
• ITIL v.4 foundation certification.

Original Posting:
April 24, 2025
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 $104,650.00 - $189,175.00

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.