Help Desk Manager

Leidos

Actively hiring
1471 Liberty Ctr Chantilly Va, US Posted 15 days ago $92,300–$166,850 / year
View original post Log in to save

At a glance

AI generated

TL;DR

GxNext seeks a Help Desk Manager to lead a team of technical support specialists in managing daily operations and ensuring timely resolution of user issues through workflow management, performance monitoring, and staff training. The role involves analyzing trends, generating reports, coordinating resources during off-hours, and collaborating with cross-functional teams to enhance service quality and customer experience. Ideal candidates possess a Bachelor's degree plus 6-8 years or a Master’s degree plus 2-4 years of relevant experience, along with Security+ certification, TS/SCI clearance, and proficiency in COTS products like Oracle Identity and Access Management suite, Apache webgates, and CA API Gateway. Strong communication, problem-solving skills, and scripting expertise in Linux environments using Shell and Bash are essential, alongside a deep understanding of COTS integration and custom code development.

Skills

Oracle IdAM Apache Webgates CA API Gateway Shell Bash LDAP PKI Authentication Linux UNIX Security+ CI/CD

What you'll do

  • Manage daily help desk operations to ensure 24/7 coverage and timely issue resolution.
  • Lead Level II Help Desk Technicians by monitoring performance metrics and providing support.
  • Analyze user support trends, generate reports, and implement strategies for service improvement.
  • Develop and administer training procedures for help desk staff to enhance skills and knowledge.
  • Coordinate with cross-functional teams to improve customer experience and strategic initiatives.
  • Troubleshoot complex technical issues and identify root causes to prevent recurrence.

What we're looking for

  • Bachelor's degree and 6-8 years of IT help desk management experience or Master's with 2-4 years
  • Active TS/SCI clearance and ability to obtain Poly clearance
  • Security+ certification or equivalent security clearance qualification
  • Strong communication, problem-solving, and decision-making skills
  • Experience managing Level II Help Desk Technicians and monitoring performance metrics
  • Intimate familiarity with Oracle Identity and Access Management suite and related COTS products
  • Scripting experience in Linux environment using Shell and Bash

Market check

Salary context

This $92,300–$166,850 range sits above 13% of similar postings on FindRole.

Peer median band

$140,000–$225,100

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$151,825–$214,500

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations.

Leidos currently has 199 open roles on FindRole.

Listed pay typically runs $107,900–$195,050 across 187 roles with salary data.

Most-posted roles

View all roles at Leidos

More like this

Similar roles

Project Lead Deskside Support Manager

Leidos

2394 U.S. Nuclear Regulatory Commission Rockville Md, US 22 days ago $82,550–$149,225
ServiceNow ITIL PMP CI/CD Kubernetes Docker Python PostgreSQL AWS Azure Google Cloud Platform Terraform Ansible Jira Confluence Prometheus Grafana GitLab GitHub Slack

Data Center Technician Manager

Microsoft

Milwaukee, Wi,Us, US 21 days ago
ITIL KPIs SLAs PCNs NDTs CI/CD Diversity&Inclusion LeadershipPrinciples ChangeManagement IncidentManagement DataCenterOperations ComplianceStandards QualityChecks RootCauseAnalysis DeploymentStandards DiagnosticProcesses SafetyProtocols DesignatedResponsibleIndividuals ProjectManagement

Associate Help Desk Technician

Boeing

Remote (Usa - Berkeley, Mo, US) 14 days ago $66,300–$89,700
Jira Service Management Microsoft Office Windows 10 Active Directory TCP/IP DHCP DNS Teams Python Go Docker CI/CD
Remote

Manager, Customer Support

Q2

Austin, Texas, US 29 days ago
CRM ticketing systems support tools KPIs process documentation self-service platforms release management tools training software communication tools project management tools data analytics tools customer feedback tools

Sr. Desktop Support Technician

University of Miami

Locations Coral Gables, Florida, US 36 days ago
Windows Microsoft Office Zoom Microsoft Teams Linux MacOS AV technology network troubleshooting hardware maintenance software installation preventive maintenance ticket tracking event support inventory management A/V equipment setup multimedia applications cloud services CI/CD Python JavaScript

Associate Manager, Customer Support

Q2

Lincoln, Nebraska, US 15 days ago
Customer_Success Support_Methodologies Product_Release_Management Metrics_Analysis Process_Documentation Time_to_Resolution CI/CD Team_Performance_Metrics Conflict_Management Hybrid_Work_Opportunities Flexible_Time_Off