Help Desk Services (spoc) Manager

Leidos UK

Springfield, VA, US
Base: $82,550.00 - $149,225.00; bonus/equity: not ...
Enterprise service desk operations
Incident and service request resolution
Service level agreement (sla) compliance
Provides operational leadership for the Enterprise Service Desk (Single Point of Contact – SPOC) supporting the End User Services Division (EUSD)

Job Summary

  • 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.
  • 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.

Matching Summary

Provides operational leadership for the Enterprise Service Desk (Single Point of Contact – SPOC) supporting the End User Services Division (EUSD).

Salary

Base: $82,550.00 - $149,225.00; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Enterprise Service Desk operations
  • Incident and service request resolution
  • Service Level Agreement (SLA) compliance
  • IT service management frameworks
  • Customer satisfaction with support

Nice-to-have

  • Disrupt, provoke, and refuse to fail
  • Outthink, outbuild, and outpace
  • Mission demands it

Key Requirements

  • 10 years of experience in IT service delivery
  • 5 years of experience managing service desk teams
  • High-volume IT service desk operations
  • TSA Suitability
  • Secret clearance

Work Rights

TSA Suitability and Secret clearance required

Tailored Resume

Cover Letter