SMIT Service Desk Technical Lead

Description At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. 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 Responsibilities:As a Service Desk Technical Lead, you will:Monitor Teams Chat to assist Tier I AgentsAssist with training sessions and performance progressionPrepare for, lead, and follow-up on technical training sessionsTrack agent performanceAssist Supervisor with ticket analysisResearch mishandled tickets that get sent back to the teamProvide escalation follow-upMentor and provide operational support to agentsCoordinate with OST to ensure additional operational support coverage for the teamCoordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goalsPosition team toward delivery of Enterprise metricsAssist and train SvD agentsProvide environment for continued agent developmentCommunicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s Basic QualificationsBasic Qualifications: High school education or equivalent and a minimum of 1 year of general experience, or equivalent combination of experience and college level educationMinimum of 6 months of tenure with the NMCI Service DeskIndividuals on a Performance Improvement Plan or Attendance Warning will not be considered8570 certification - CompTIA Security +CEThree 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 PowerShellStrong 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.Preferred Qualifications:Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service DeskCandidates with fewer than 4 attendance occurrences in a rolling 90-day periodCandidates with strong metrics in PAR and AHTProactive learner who takes ownership of their own growth and career developmentAt Leidos, we don’t want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, “what’s next?” before the dust settles on “what’s now.”If you’re already scheming step 20 while everyone else is still debating step 2… good. You’ll fit right in.Original Posting:October 28, 2025For 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 -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.

Created: 2025-10-28