SME Service Desk Analyst Lead
Leidos Inc, Alexandria, VA, United States
SME Service Desk Analyst (Tier 1) Lead
Department of War enterprise data and analytics program delivers mission‑critical capabilities that enable leaders across the Department to make faster, better‑informed decisions using trusted data at scale. Leidos Digital Modernization sector seeks an experienced SME Service Desk Analyst (Tier 1) Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.
In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production‑ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.
Primary Responsibilities
Lead and manage a team of Tier 1 service desk analysts, ensuring high‑quality technical support.
Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
Escalate more complex problems to higher‑tier teams as necessary.
Monitor and manage service desk ticketing system to ensure timely resolution of issues.
Develop and implement standard operating procedures for the service desk team.
Provide training and mentorship to service desk analysts to enhance their technical skills and customer service abilities.
Collaborate with other IT teams to ensure seamless support and knowledge transfer.
Track and report on key performance indicators (KPIs) for the service desk.
Ensure compliance with DoD security policies and procedures.
Conduct regular team meetings to review performance, discuss issues, and plan for upcoming tasks.
Maintain up‑to‑date knowledge of platform and related technologies.
Participate in continuous improvement initiatives to enhance service desk operations.
Provide exceptional customer service to all users, ensuring their technical issues are resolved efficiently.
Manage user accounts and permissions in accordance with security protocols.
Document and maintain accurate records of all service desk activities and resolutions.
Basic Qualifications
Associate degree or higher from an accredited college or university OR Offerings listed in DoD 8140 Training Repository OR CASP+ or CCNP Security or CISA or SSCP.
Minimum of 5 years of experience in a technical support role, with at least 2 years in a leadership position.
Strong understanding of IT service management (ITSM) principles and practices.
Experience with service desk ticketing systems and tools.
Excellent problem‑solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work in a fast‑paced, dynamic environment.
Demonstrated ability to lead and manage a team effectively.
Knowledge of DoD security policies and procedures.
Active Top Secret clearance.
Preferred Qualifications
TS/SCI clearance.
Experience with IT service management tools such as ServiceNow or Jira.
ITIL certification or formal ITSM training.
Experience implementing automation or self‑service solutions within service desk environments.
Familiarity with cloud‑based environments and security enclaves (IL2, IL5, IL6, JWICS).
Knowledge of data analytics and artificial intelligence applications in a user support context.
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.
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.
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Department of War enterprise data and analytics program delivers mission‑critical capabilities that enable leaders across the Department to make faster, better‑informed decisions using trusted data at scale. Leidos Digital Modernization sector seeks an experienced SME Service Desk Analyst (Tier 1) Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.
In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production‑ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.
Primary Responsibilities
Lead and manage a team of Tier 1 service desk analysts, ensuring high‑quality technical support.
Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
Escalate more complex problems to higher‑tier teams as necessary.
Monitor and manage service desk ticketing system to ensure timely resolution of issues.
Develop and implement standard operating procedures for the service desk team.
Provide training and mentorship to service desk analysts to enhance their technical skills and customer service abilities.
Collaborate with other IT teams to ensure seamless support and knowledge transfer.
Track and report on key performance indicators (KPIs) for the service desk.
Ensure compliance with DoD security policies and procedures.
Conduct regular team meetings to review performance, discuss issues, and plan for upcoming tasks.
Maintain up‑to‑date knowledge of platform and related technologies.
Participate in continuous improvement initiatives to enhance service desk operations.
Provide exceptional customer service to all users, ensuring their technical issues are resolved efficiently.
Manage user accounts and permissions in accordance with security protocols.
Document and maintain accurate records of all service desk activities and resolutions.
Basic Qualifications
Associate degree or higher from an accredited college or university OR Offerings listed in DoD 8140 Training Repository OR CASP+ or CCNP Security or CISA or SSCP.
Minimum of 5 years of experience in a technical support role, with at least 2 years in a leadership position.
Strong understanding of IT service management (ITSM) principles and practices.
Experience with service desk ticketing systems and tools.
Excellent problem‑solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work in a fast‑paced, dynamic environment.
Demonstrated ability to lead and manage a team effectively.
Knowledge of DoD security policies and procedures.
Active Top Secret clearance.
Preferred Qualifications
TS/SCI clearance.
Experience with IT service management tools such as ServiceNow or Jira.
ITIL certification or formal ITSM training.
Experience implementing automation or self‑service solutions within service desk environments.
Familiarity with cloud‑based environments and security enclaves (IL2, IL5, IL6, JWICS).
Knowledge of data analytics and artificial intelligence applications in a user support context.
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.
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.
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