IT Support Manager

R-00181601

Description

The IT Support Manager leads SEC ISS Customer Service Desk operations that serve as the single point of contact for incident reporting and service requests across the SEC user community. This role   is responsible for   delivering consistent, high-quality support outcomes by aligning service desk execution with SEC OIT performance requirements, including SLA and KLI tracking, reporting, and continuous improvement. The manager oversees staffing, queue health, escalation handling, and cross-team coordination to restore services quickly and minimize business impact. The position also drives operational discipline in ticket management, communication, and process adherence to improve customer satisfaction and contract performance.  

 

PRIMARY RESPONSIBILITIES  

 

Service Desk Operations Management  

• Oversee end-to-end Service Desk operations, ensuring   timely   intake, triage, assignment, and resolution of incidents and service requests.  
  

• Ensure the Service Desk functions as the single point of contact and   maintains   accurate   documentation of all actions in the enterprise ticket management system.  
  

• Manage coverage models and staffing plans to meet contract-defined call-in and support windows, including surge periods and operational peaks.  
  

• Maintain   operational readiness for walk-up and remote support channels, ensuring consistent service delivery quality.  
  

 

Team Leadership and Workforce Management  

• Lead, mentor, and develop service desk staff, including setting performance expectations, coaching, and accountability.  
  

• Set team direction, prioritize workload, and   allocate   resources to align with service demand and contractual   objectives .  
  

• Establish   and enforce standard operating procedures, escalation paths, and quality controls for service execution.  
  

• Foster collaboration across ISS functional teams and external support groups to improve first-contact resolution and handoff quality.  
  

 

SLA/KLI Performance and Reporting  

• Monitor ticket queues and service performance to ensure compliance with SLA targets and KLI expectations.  
  

• Track and analyze ticket volumes, response/resolution times, backlog trends, and customer satisfaction metrics.  
  

• Produce detailed operational reports and dashboards for senior leadership, highlighting risks, trends, and corrective actions.  
  
• Use performance data to implement measurable improvements in service levels.  
  

 

Escalation, Coordination, and Continuous Improvement  

• Serve as primary point of contact for high-priority escalations, coordinating rapid response and stakeholder communications.  
  

• Lead incident prioritization, escalation, notification, and restoration activities to minimize disruption to SEC operations.  
  

• Coordinate with infrastructure, endpoint, and operations teams to address recurring issues and drive root-cause remediation.  
  

• Implement process improvements and ensure adherence to organizational standards and IT service management best practices.  
  

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• Operational Support: May require participation in on-call or surge support activities depending on operational needs
  

 

REQUIRED QUALIFICATIONS  

• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.
  

• Ability to obtain and maintain SEC Public Trust.
  

• Requires Bachelors degree and 8+ years of experience in IT support and enterprise IT operations.  In lieu of degree, additional experience is required.
  

• 5+ years of experience managing service desk operations in a large enterprise environment.  
  

• Demonstrated   experience applying ITIL-based incident and service request management practices, including SLA and KLI compliance reporting.  
  

• Strong knowledge of ITIL processes and service management best practices.  
  

• Incident management, escalation management, and service request workflow management.  
  

• SLA/KLI monitoring, performance metrics analysis, and executive reporting.  
  

• Enterprise ticket queue management and ITSM process governance.  
  

• Cross-team operational coordination and continuous service improvement.  
  

 

PREFERRED QUALIFICATIONS  

• ITIL certification.  
  
• HDI Support Center Manager.  
  

• PMP.  
  

• Experience managing service desk delivery on a federal civilian IT contract.  
  

• Hands-on experience with ServiceNow or a comparable enterprise ITSM platform for workflow and dashboard optimization.  
  

• Experience leading support teams in hybrid environments with HQ and regional office coordination.  
  

• Proven record of improving customer satisfaction, reducing repeat incidents, and increasing first-contact resolution.  
  

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 Posting: April 23, 2026

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 $82,550.00 - $149,225.00

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.

About Leidos

Leidos 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 www.Leidos.com .

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's 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 www.leidos.com/careers/pay-benefits .

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com .

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission .

Commitment to Non-Discrimination

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.