Help Desk Services (SPOC) Manager

The Digital Modernization Sector is seeking a highly qualified Help Desk Services Single Point of Contact (SPOC) Manager to support the Department of Homeland Security (DHS) Transportation Security Administration (TSA) (FOCUS) program in Springfield, VA, supporting the TSA Office of Information Technology (OIT)., * Provides operational leadership for the Enterprise Service Desk (Single Point of Contact - SPOC) supporting the End User Services Division (EUSD)

• Organizes, directs, and manages service desk operations to ensure timely resolution of incidents and service requests, effective escalation management, and compliance with service level agreements (SLAs) and operational performance requirements
• Oversees service desk personnel and daily operations including ticket management, workload balancing, shift coordination, escalation handling, and performance monitoring to maintain consistent, high-quality support for TSA users
• Serves as the primary liaison between the service desk, program leadership, and TSA stakeholders to support major incidents, enterprise IT initiatives, and continuous service improvement efforts
• In addition to general management activities, the service desk manager is also the leader of a critical IT service-management function that processes a large volume of service requests each day. The service desk manager is responsible for smooth operations, that SLAs are being fulfilled and service-desk clients’ customer satisfaction with support. He or she is actively involved in the day-to-day activities of his or her team, with a direct accountability for service desk performance. Common service operations activities for the service desk manager include:
• Mentoring
• Escalations
• Executive communications
• Workload balancing
• Operational performance monitoring
• Continuous improvement
• SLA compliance
• Managing shift hand-offs
• Provide as needed support to other important service management and business activities to include:
• Major incidents
• Changes and releases
• Disaster recovery planning
• Reorganizations/M&A
• ITSM-tool-implementation projects

• Requires BA/BS in a technical or management discipline. In lieu of degree, additional experience may be required.
• Requires a minimum of 5 years of experience in IT service delivery, service desk operations, or end-user services support
• Requires a minimum of 2 years of experience managing service desk teams or IT support operations in a large enterprise environment
• Experience managing high-volume IT service desk operations supporting geographically distributed users
• Strong customer service orientation with demonstrated ability to lead and collaborate with government customers, technical teams, and management
• Strong analytical and problem-solving skills, along with excellent written and oral communication skills
• Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL)
• Proven skills in escalation management, performance monitoring, and process improvement
• Excellent communication and interpersonal skills to effectively interact across organizational levels and stakeholders
• The ability to obtain and maintain TSA Suitability
• The ability to obtain and maintain a Secret security clearance

Desired Qualifications:

Certifications:

• ITIL 4
• PMI Program Management Professional (PMP) certification
• Other service management credentials

Experience:

• Previous work experience with ServiceNow
• Have supported federal IT contracts, preferably within DHS or TSA environments
• Experience managing enterprise service desk operations supporting large operational workforces
• Have worked in a regulated, mission-critical environments requiring continuous operations and high availability support

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .