SME Service Desk Analyst (Tier 1) Lead - WDP

Leidos

Actively hiring
1887 Alexandria Va, US Posted 23 days ago $105,300–$190,350 / year
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At a glance

AI generated

TL;DR

The SME Service Desk Analyst (Tier 1) Lead role at Leidos Digital Modernization involves leading and managing Tier 1 service desk operations for enterprise data and analytics products used across multiple DoD organizations. This senior-level position requires overseeing a team of analysts, ensuring compliance with SLAs and KPPs, and coordinating escalations to higher-tier support teams while implementing automation and self-service capabilities such as FAQs and knowledge bases. The ideal candidate will have extensive experience in IT service desk operations, managing Tier 1 support teams, and maintaining service performance metrics, along with a relevant degree or equivalent certification like CASP+ or Security+. Experience supporting large-scale enterprise platforms and implementing service desk automation is preferred, and an active TS/SCI clearance is required.

Skills

ServiceNow JIRA Confluence SLAs KPIs User Support Operations Plan (USOP) Automation Self-service solutions FAQs Knowledge base Chatbots Agile methodologies SAFe Incident response DoD 8570/8140

What you'll do

  • Lead and manage Tier 1 Service Desk operations for timely issue resolution.
  • Supervise and direct a team of Tier 1 analysts, ensuring balanced workload and high performance.
  • Ensure compliance with SLAs, KPPs, and customer support metrics.
  • Oversee intake, categorization, routing, and tracking of service desk tickets across environments.
  • Implement automation and self-service capabilities to enhance user support operations.

What we're looking for

  • Bachelor’s degree in IT or related field with 12-15 years of relevant experience.
  • Master’s degree in a related field with 10-13 years of relevant experience.
  • Current DoD 8570/8140 baseline certification (CASP+, Security+).
  • Experience leading IT service desk operations and managing Tier 1 support teams.
  • Strong leadership, communication, and stakeholder management skills.
  • Experience managing SLAs, KPIs, and service performance metrics.

Market check

Salary context

This $105,300–$190,350 range sits above 32% of similar postings on FindRole.

Peer median band

$138,720–$209,040

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$140,250–$214,700

Middle half of comparable postings.

Based on 238 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.

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