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.
Primary ResponsibilitiesAs a Service Desk Technical Lead, you will:
- 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 SLRs
- 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 Power Shell
- 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
- Candidates with a 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
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 PostingFebruary 10, 2026
Pay RangePay Range - 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 offering a role include 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.
About LeidosLeidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit
Pay and BenefitsPay and benefits are fundamental to any career decision. That is why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, health and wellness programs, income protection, paid leave and retirement. More details are available at
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