SME Service Desk Analyst; Tier 1 Lead - WDP

SME Service Desk Analyst (Tier
1) Lead – This Department of War enterprise data and analytics program delivers mission‑critical capabilities that enable leaders across the Department to make faster, better‑informed decisions using trusted data  Leidos Digital Modernization sector seeks an experienced analyst to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

• Lead and manage Tier 1 Service Desk operations, ensuring timely and effective handling of user requests and incidents.
• Supervise and direct a team of Tier 1 analysts, including task assignment, workload balancing, and performance management.
• Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
• Ensure compliance with SLAs, KPPs, and customer support performance metrics.
• Oversee intake, categorization, routing, and tracking of service desk tickets across all WDP environments.
• Ensure accurate and efficient handling of account requests, onboarding, access issues, and standard service requests.
• Monitor service desk performance and implement improvements to enhance response times, resolution rates, and user satisfaction.
• Coordinate escalation of issues to Tier 2 and Tier 3 support teams, ensuring end‑to‑end resolution tracking.
• Support development and maintenance of User Support Operations Plan (USOP) processes and procedures.
• Implement and improve automation and self‑service capabilities (e.g., FAQs, knowledge base, chatbots).
• Analyze service desk metrics and generate reports on performance, trends, and improvement opportunities.
• Collaborate with platform, data, AI/ML, and engineering teams to resolve systemic issues and improve support processes.
• Support incident response activities, including identification, tracking, and coordination of system outages and performance issues.
• Lead training, onboarding, and development of service desk personnel.
• Participate in SAFe ceremonies and coordinate support activities aligned to Agile delivery cycles.

• Active TS/SCI clearance.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 12–15 years of relevant experience, OR Master’s degree in a related field and 10–13 years of relevant experience.
• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:
  • Current DoD 8570/8140 baseline certification appropriate for Advanced Technical Support Specialist roles (e.g., CASP+, Security+, or equivalent).
  • Offerings listed in the DoD 8140 Training Repository.
  • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
• Experience leading IT service desk or user support operations in enterprise environments.
• Experience managing Tier 1 support teams and service delivery processes.
• Experience with ticketing systems such as Service Now or Jira Service Management.
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong leadership, communication, and stakeholder management skills.

• Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.
• Experience implementing service desk automation and self‑service solutions.
• Experience supporting large‑scale enterprise data, analytics, or AI platforms.
• ITIL or equivalent service management certification.
• Experience operating within SAFe or Agile environments.
• Familiarity with cloud‑based environments and security enclaves (IL2, IL5, IL6, JWICS).
• Knowledge of data analytics and artificial intelligence applications in a user support context.

• Must possess an active TS/SCI at the time of consideration.

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.