SME Service Desk Analyst (Tier 1) Lead - WDP

Leidos

Actively hiring
Alexandria, VA · Gaithersburg, MD 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 entails supervising a team of analysts, ensuring compliance with SLAs and KPPs, and overseeing the intake, categorization, routing, and tracking of service desk tickets. The lead will also implement automation and self-service capabilities, analyze performance metrics, and collaborate with platform, data, AI/ML, and engineering teams to resolve systemic issues. Essential skills include experience in IT service desk operations, managing Tier 1 support teams, and implementing service desk automation solutions, along with strong leadership and communication abilities. The role requires an active TS/SCI clearance and relevant certifications such as CASP+ or Security+.

Skills

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

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 improvements to enhance response times, resolution rates, and user satisfaction.

What we're looking for

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

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%)

$140,181–$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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