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IT Service Desk Lead/Manager

AT Leidos
Leidos

IT Service Desk Lead/Manager

Lexington, KY

Description

The IT Service Desk Lead/Manager will be responsible for leading end user support team and providing technical support to end-users and ensuring that their issues are resolved in a timely and efficient manner. They will also be responsible for documenting and tracking all support requests to ensure proper follow-up and resolution.

Key Responsibilities:

  • Lead the end user support team providing support services across PPPO


  • Provide first-level technical support to end-users via phone, email, and in-person support.


  • Troubleshoot and resolve hardware, software, and networking issues.


  • Document and track all support requests using a ticketing system.

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  • Install, configure, and maintain hardware and software for end-users.


  • Provide end-user training and support for hardware and software applications.


  • Collaborate with other IT teams to resolve complex issues.


  • Stay up to date with emerging technologies and provide recommendations for upgrades and improvements.

Qualifications:

Education: A bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred and 5 years IT experience. An Associates degree and 10 years experience.

Experience: 5+ years of experience in computer systems administration, with at least 2 years of experience in a senior role. Experience with designing, deploying and maintaining VMware Datacenter, Horizon View and network storage. Expert level experience in designing, deploying and maintaining Microsoft Active Directory and infrastructure systems including Exchange, File Servers, MDM management, SharePoint and PKI

Technical Knowledge: Strong technical background, with a good understanding of computer systems, networks, and security technologies. Detailed knowledge of Linux and Cisco equipment

Problem Solving: Strong problem-solving skills, with the ability to identify and resolve complex technical issues.

Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.

Attention to Detail: Excellent attention to detail, with the ability to accurately perform routine tasks and maintain documentation.

Time Management: Strong time management skills, with the ability to prioritize tasks and meet deadlines.

Certifications: Relevant certifications, such as CompTIA A+, CompTIA Network+, Cisco, VMWare, and Microsoft certifications are highly desirable.

Leadership: Strong leadership skills, with the ability to mentor and train junior team members.

Original Posting Date:

2024-12-06
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 $101,400.00 - $183,300.00

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.

Client-provided location(s): Lexington, KY, USA
Job ID: Leidos-R-00149340
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Pet Insurance
    • Mental Health Benefits
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Leadership Training Program