Senior Tier 2 Helpdesk Lead

Leidos

Confirmed live yesterday High trust

Quick summary

Work type: On-site
Location: Fort Belvoir, VA
Posted: 6 days ago
Freshness: Confirmed live yesterday
Nearby: 99+ roles within 25 mi

Market check

Salary context

How this pay compares to similar roles

Similar $166k

$116k most similar roles pay here $212k

This listing doesn't post a salary. Most similar roles pay $129,950–$201,500.

Based on 239 similar postings.

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 252 open roles on FindRole.

Listed pay typically runs $92,300–$166,850 across 234 roles with salary data.

Most-posted roles

View all roles at Leidos

At a glance

TL;DR · Senior Tier 2 Helpdesk Lead

Role Posting Log in to save

The Sr. Tier 2 Helpdesk Lead serves as a technical shift lead and primary escalation point within the I3TS program to support large-scale migration and operations. This role involves managing team workflows, prioritizing tickets according to ITSM procedures, and providing troubleshooting guidance to peers. Daily responsibilities include resolving complex remote and deskside issues, performing root-cause analysis for systemic imaging failures, and conducting VDI diagnostics on SIPR thin clients. The position requires maintaining Microsoft Planner Dashboards, authoring Knowledge Base Articles, and ensuring compliance with ITIL protocols. Key technical requirements include experience with Windows environments, PowerShell scripting, and automated call distribution systems. The role addresses the challenge of consolidating and modernizing information management services for a defense organization by providing cybersecurity defense and infrastructure support across both classified and unclassified data center systems.

Skills

ITSM ITIL VDI PowerShell Windows Cybersecurity Network Administration Scripting Microsoft Planner Imaging security CoBIT

What you'll do

Act as the technical shift lead and primary escalation point to provide troubleshooting guidance to team members.
Monitor queue health and manage ticket prioritization to ensure adherence to SLA requirements.
Troubleshoot, resolve, or escalate remote and deskside IT issues on both classified and unclassified systems.
Perform advanced diagnostics for VDI systems, SIPR thin clients, and complex network printing faults.
Manage account administration and secure access controls for enterprise applications and services.
Coordinate and execute large-scale hardware deployment projects including ADPE setup and VTC suites.
Author Knowledge Base Articles to document complex workarounds and newly identified technical fixes.
Mentor peer technicians on advanced endpoint and peripheral troubleshooting methodologies.

What we're looking for

High School diploma and 8+ years of relevant experience.
Active DoD TS/SCI clearance.
Current 8140 (formerly 8570) IAT Level II (SEC+ or equivalent) certification.
Demonstrated experience as a shift lead, dispatcher, or team coordinator in an IT Service Desk environment.
At least 8 years of experience with IT ticketing systems.
Experience using remote desk takeover tools.
Systems or network administration experience in Windows environments and/or advanced PowerShell scripting (preferred).
Certification in a process-based platform such as ITIL, HDI, CoBIT, Lean Six, or Six Sigma (preferred).

Save