Leidos · 1 day ago
SMIT Service Desk Technical Lead (NNPI/SIPR)
Norfolk, VA
Full-time
Onsite
Mid, Senior Level
1+ years expLeidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. They are seeking an experienced Technical Lead for their SMIT Service Desk in Norfolk, VA, to provide Tier I assistance and mentor agents in problem resolution. The role includes monitoring performance, leading training sessions, and ensuring operational support for the Service Desk team.
National DefenseGovernmentElectronicsSoftwareInformation TechnologyComputerInformation ServicesNational Security
No H1B
U.S. Citizen Only
Responsibilities
Monitor Teams Chat to assist Tier I Agents
Assist with training sessions and performance progression
Prepare for, lead, and follow-up on technical training sessions
Track agent performance
Assist Supervisor with ticket analysis
Research mishandled tickets that get sent back to the team
Provide escalation follow-up
Mentor and provide operational support to agents
Coordinate with OST to ensure additional operational support coverage for the team
Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals
Position team toward delivery of Enterprise metrics
Assist and train SvD agents
Provide environment for continued agent development
Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s
Qualification
Required
High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
Minimum of 6 months of tenure with the NMCI Service Desk
Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
8570 certification - CompTIA Security +CE
Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role
Ability to attain Flank Speed Tier 1.5 qualification within 30 days
Superior skills in both written and verbal communication
Proficiency with Microsoft PowerShell
Strong problem-solving skills
Advanced knowledge of computer and networking technology
Ability to effectively document issues, troubleshooting steps, and resolutions implemented
Understands NMCI internal structure, processes and tools
Proficient with HPSM ticketing and Knowledge Management System
Must be a US Citizen
Able to work assigned shifts as needed, including overnights and weekends
Preferred
Candidates Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience
2 years of experience on NMCI Service Desk
Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
Candidates with strong metrics in PAR and AHT
Proactive learner who takes ownership of their own growth and career development
Benefits
Health and Wellness programs
Income Protection
Paid Leave
Retirement
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
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