Leidos
Description
At Leidos,
we are committed to delivering innovative solutions through our diverse and talented teams who prioritize our customers' success. We value community engagement and sustainable operations, guided by our Mission, Vision, and Values. The SMIT Service Desk is currently seeking an experienced Technical Lead. This role involves providing Tier I assistance with a focus on mentoring and coaching through individual or classroom instruction. Primary Responsibilities: As a Technical Lead of the Service Desk, your responsibilities will include: Monitoring Teams Chat to assist Tier I Agents effectively. Facilitating training sessions and ensuring performance progression. Preparing for, leading, and following up on technical training sessions. Tracking agent performance to drive success. Assisting supervisors with ticket analysis and solving process issues. Researching mishandled tickets for continuous improvement. Providing follow-up for escalation issues. Mentoring agents and providing operational support. Coordinating with operational support teams to enhance service delivery. Leading the Tier I Service Desk team in alignment with organizational goals. Guiding the team to meet Enterprise metrics. Training SvD agents for optimal performance. Creating an environment that fosters agent development. Communicating efficiently with peers and support groups to maximize service level agreements (SLRs). Basic Qualifications: High school diploma or equivalent with a minimum of 1 year general experience or a combination of experience and college-level education. At least 6 months of experience with the NMCI Service Desk. 8570 certification - CompTIA Security +CE required. A minimum of 3 months of experience supporting NNPI and/or SIPR in a Tier 1 role. Ability to achieve Flank Speed Tier 1.5 qualification within 30 days. Exceptional written and verbal communication skills. Proficiency with Microsoft PowerShell. Strong problem-solving abilities. Advanced knowledge of computer and networking technology. Capabilities in documenting issues and troubleshooting effectively. Familiarity with NMCI internal structures, processes, and tools. Proficient in HPSM ticketing and Knowledge Management Systems. Must be a US Citizen. Able to work assigned shifts, including nights and weekends. Preferred Qualifications: Bachelor's degree in Computer Science, Engineering, Business, or a related field; or equivalent work experience. 2 years of experience with NMCI Service Desk. Demonstrable attendance metrics with fewer than 4 occurrences in a rolling 90-day period. Strong performance metrics in PAR and AHT. Motivated learner who takes initiative in personal and professional growth. At Leidos, we seek individuals who challenge the status quo, those who are restless, driven, and always looking for the next big solution. If you thrive on being ahead of the curve, you'll find a home here. Original Posting Date: October 28, 2025 For U.S. Positions: While subject to change based on business needs, Leidos anticipates that this job requisition will remain open for at least 3 days, with an anticipated close date no earlier than 3 days after the original posting date. Pay Range: The Leidos pay range for this position is a general guideline and not a guarantee of compensation. Factors considered for offers include job responsibilities, education, experience, skills, internal equity, market alignment, and applicable laws.
we are committed to delivering innovative solutions through our diverse and talented teams who prioritize our customers' success. We value community engagement and sustainable operations, guided by our Mission, Vision, and Values. The SMIT Service Desk is currently seeking an experienced Technical Lead. This role involves providing Tier I assistance with a focus on mentoring and coaching through individual or classroom instruction. Primary Responsibilities: As a Technical Lead of the Service Desk, your responsibilities will include: Monitoring Teams Chat to assist Tier I Agents effectively. Facilitating training sessions and ensuring performance progression. Preparing for, leading, and following up on technical training sessions. Tracking agent performance to drive success. Assisting supervisors with ticket analysis and solving process issues. Researching mishandled tickets for continuous improvement. Providing follow-up for escalation issues. Mentoring agents and providing operational support. Coordinating with operational support teams to enhance service delivery. Leading the Tier I Service Desk team in alignment with organizational goals. Guiding the team to meet Enterprise metrics. Training SvD agents for optimal performance. Creating an environment that fosters agent development. Communicating efficiently with peers and support groups to maximize service level agreements (SLRs). Basic Qualifications: High school diploma or equivalent with a minimum of 1 year general experience or a combination of experience and college-level education. At least 6 months of experience with the NMCI Service Desk. 8570 certification - CompTIA Security +CE required. A minimum of 3 months of experience supporting NNPI and/or SIPR in a Tier 1 role. Ability to achieve Flank Speed Tier 1.5 qualification within 30 days. Exceptional written and verbal communication skills. Proficiency with Microsoft PowerShell. Strong problem-solving abilities. Advanced knowledge of computer and networking technology. Capabilities in documenting issues and troubleshooting effectively. Familiarity with NMCI internal structures, processes, and tools. Proficient in HPSM ticketing and Knowledge Management Systems. Must be a US Citizen. Able to work assigned shifts, including nights and weekends. Preferred Qualifications: Bachelor's degree in Computer Science, Engineering, Business, or a related field; or equivalent work experience. 2 years of experience with NMCI Service Desk. Demonstrable attendance metrics with fewer than 4 occurrences in a rolling 90-day period. Strong performance metrics in PAR and AHT. Motivated learner who takes initiative in personal and professional growth. At Leidos, we seek individuals who challenge the status quo, those who are restless, driven, and always looking for the next big solution. If you thrive on being ahead of the curve, you'll find a home here. Original Posting Date: October 28, 2025 For U.S. Positions: While subject to change based on business needs, Leidos anticipates that this job requisition will remain open for at least 3 days, with an anticipated close date no earlier than 3 days after the original posting date. Pay Range: The Leidos pay range for this position is a general guideline and not a guarantee of compensation. Factors considered for offers include job responsibilities, education, experience, skills, internal equity, market alignment, and applicable laws.