IT Support Manager
Leidos · Washington, District Of Columbia, US
The IT Support Manager leads SEC ISS Customer Service Desk operations that serve as the single point of contact for incident reporting and service requests a...
Job description
The IT Support Manager leads SEC ISS Customer Service Desk operations that serve as the single point of contact for incident reporting and service requests across the SEC user community. This role is responsible for delivering consistent, high-quality support outcomes by aligning service desk execution with SEC OIT performance requirements, including SLA and KLI tracking, reporting, and continuous improvement. The manager oversees staffing, queue health, escalation handling, and cross-team coordination to restore services quickly and minimize business impact. The position also drives operational discipline in ticket management, communication, and process adherence to improve customer satisfaction and contract performance. PRIMARY RESPONSIBILITIES: Service Desk Operations Management: Oversee end-to-end Service Desk operations, ensuring timely intake, triage, assignment, and resolution of incidents and service requests. Ensure the Service Desk functions as the single point of contact and maintains accurate documentation of all actions in the enterprise ticket management system. Manage coverage models and staffing plans to meet contract-defined call-in and support windows, including s...