Deskside Support Manager

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The Digital Modernization Sector brings together our digital transformation and IT programs, allowing us to better serve our customers through scale and repeatability. (Group Profile/Link to Group page) -

Your Next Great Adventure Awaits! Leidos has an opening for a Deskside Support Manager on the ESA V program. ESA V is an IT Services program supporting the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, Service Now ITSM, Active Directory services, and video conferencing, among others.

• Ensuring the successful delivery of Desk Side Support services to a Federal customer within the Department of Justice.
• Performing at the customer site in Washington, DC, the Deskside Support Manager will interface daily with Federal customers up to and including political appointees to ensure that they are receiving the best possible IT services.
• Leading a team of 10-15 Deskside Support technicians that supports a wide range of customers across two facilities in the Washington DC area, and three remote field locations. The Desk Side team is responsible for providing Tier-2 and Tier-3 end‑user services and technical support, and acts as a vital link between our off‑site Tier-1 Service Desk and our System Engineering and Operations groups.
• The Deskside Support Manager may travel between two sites within the local Washington, DC, area to interface with customers and to manage the staff.
• In addition to direct supervision of the desk side staff, the individual selected for this position will be responsible for interfacing with the Tier 1 Service Desk management staff located off site to ensure seamless handoffs between the Service Desk agents and the onsite staff. Additionally, this person is expected to manage escalation and hand‑off to system operations, system engineering, and management teams while ensuring successful delivery and closure under established Service Level Agreements (SLAs).
• Ensure the accuracy and completeness of ticket data, including categorization, prioritization, and resolution details as well as spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
• Identify opportunities to streamline service desk workflows, implement automation tools, and leverage emerging technologies to enhance efficiency and productivity.
• Establish a meeting rhythm with the customer End-User Service lead on a weekly basis at the minimum. Customer collaboration and escalations to keep the Federal lead aware and position the customer to make decisions.
• Deliver a weekly report to the Leidos PM as well as the monthly contract SLA deliverables for the End-User Services team. Develop or generate ticket queue metric reports from Service Now, track the team’s assignments and drive incidents and request tickets to closure.
• Must provide timely responses to the customer and Leidos email data calls and requests.
• Responsible for hiring, employee recognition, and overall team performance.
• Addresses employee performance concerns and engages the Leidos PM when required.

• Bachelor’s Degree BS degree and 10+ years of prior relevant experience OR Masters with 6+ years of prior relevant experience. Additional years of relevant experience may be considered and/or accepted in lieu of degree.
• Prior Leadership experience.
• A strong IT services background, with past experience providing day‑to‑day IT services both as an individual contributor and as a leader.
• A thorough understanding of how to…