Service Center Manager

R-00163605

Description

​Ranked first in Government IT and systems integration, Leidos brings decades of experience leading large-scale mission-critical network IT programs. We’re looking for innovators and forward-thinkers to help us do great things.

Leidos is seeking qualified Infrastructure Support Manager candidates who will support an extensive cybersecurity program critical to DOS. If awarded to Leidos, positions would primarily be available in the Washington, DC Metro area.

We offer competitive compensation, retirement and paid leave packages, health and wellness programs, career development trainings and certifications, income protection, employee stock purchase plans, and family benefits.

Job Description:

The Service Center Manager shall be responsible for the total management of the Service Center, including SD, Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, management of knowledge-based articles and SOPs. The Service Center Manager shall be responsible for overseeing SD personnel, responsible for total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system, and the ACD. The Service Center Manager shall ensure users receive efficient and timely Tier 0, Tier 1 and Tier II Desktop support to ensure that service levels are achieved in line with the TO and ensure customer expectations are met or exceeded. The Service Center Manager shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.

Job Responsibilities:

• Evaluate, develop and/or implement infrastructure operations guidelines and procedures as required.
  
• Lead teams of Infrastructure personnel performing functions including, but not limited to, the following areas: network services, platform services, storage services, application services, cloud services
  
• Be accountable for medium to large complexity projects and their results.
  
• Lead efforts to assist project and support teams, including cloud migration teams, in determining client requirements and translating requirements into executable plans.
  
• Recommend infrastructure solutions, modifications, and other enhancements supporting highly available, resilient infrastructure guidelines in addition to other customer requirements.
  
• Ensure all systems/applications are maintained in accordance with cybersecurity requirements
  
• Identify, report, and resolve infrastructure issues and other infrastructure incidents.
  
• Establish and satisfy infrastructure requirements, including proactive capacity management, based upon the analysis of user, policy, regulatory, and resource demands.
  
• Have experience deciphering and responding to results from various types of vulnerability and assessment scans with multiple tools to aid in collaboration with the cybersecurity teams and client stakeholders
  
• Collaborate with peers and employees in other departments to improve service availability, reliability, resiliency, and security compliance.
  
• Lead team members and create individual development plans
  
• Monitor and review the regular updates/upgrades to policies, tools, equipment and procedures to maintain pace with program requirements and business needs.
  

Minimum Qualifications:

• Applicants must possess a Secret security clearance
  
• Applicants selected will be subject to a government security investigation and must continually meet eligibility requirements.
  
• U. S. Citizenship required per government contract
  
• BS and 8+ years of prior relevant experience working with various infrastructure support technologies and solutions, or similar role. Alternatively, hold a Masters with 6+ years of aforementioned experience.  Additional years of relevant experience may be substituted for a degree requirement.
  
• 5+ years leading a team of professionals
  
• 5+ years of technical experience managing, maturing, and modernizing an enterprise grade 24x7x365 Service Desk for geographically dispersed users and providing end-to end service delivery
  
• 5+ years demonstrated experience implementing and managing Service Center communications, including associated reporting.
  
• 5+ years experience with strategic and operational planning, as it pertains to Service Center management.
  
• ITIL intermediate level certification (or higher)
  
• Familiar with AI and automation technologies and products
  
• Demonstrated analytical and problem solving skills.
  

Preferred Qualifications:

• Possess a current Help Desk Institute Support Center Manager (HDI-SCM) certification.
  
• Possess demonstrated ability to identify needed changes to processes and activities and help to implement continuous improvement solutions
  
• Demonstrated experience implementing, managing, and modernizing successful Tier 0 services and reporting.
  
• Prior experience leading organizations that have adopted AI and automation technologies and products
  

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”

Original Posting: July 30, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $126,100.00 - $227,950.00

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 extending an offer include (but are not limited to) 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.