Service Delivery Manager – User Support

Job description

Join the Leidos Defense Enclave Services (DES) team and play a pivotal role in a large-scale digital modernization program for the Defense Information Systems Agency (DISA) and Fourth Estate Agencies. We are seeking an experienced Service Delivery Manager to lead our User Support function in Fort Meade, MD. You will be responsible for the seamless delivery of all end-user services and support. This critical leadership position involves managing three core teams—Desktop Support, Imaging, and Release & Deployment—to ensure operational excellence, meet stringent service level agreements (SLAs), and drive the adoption of emerging technologies to enhance mission assurance. CLEARANCE: Must have a current DoD Secret clearance or higher to be considered. Must be a U. S. Citizen. Key Responsibilities: Leadership & Team Management Lead and manage the User Support teams, ensuring all contractual requirements are met and obstacles to service delivery are resolved. Serve as the primary escalation point for critical incidents and provide guidance and troubleshooting assistance to Tier II technicians for both Windows and Mac environments. Foster a high-performing team culture by mentoring personn...