Service Delivery Manager - User Support

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 experiencedService Delivery Managerto 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 personnel, enforcing standard operating procedures (SOPs), and ensuring proper incident escalation.

• Have flexible working hours to support your teams, including occasional on-call support based on mission needs.

Service Delivery & Operational Excellence

• Oversee the incident management queue to ensure tickets meet SLA requirements and are resolved efficiently.

• Conduct root cause analysis for recurring issues and implement process improvements to enhance service quality.

• Support the operational assessment and documentation of systems to maintain security compliance and accreditation.

• Develop and maintain SOPs, project schedules, risk mitigation plans, and other essential documentation.

Technical Strategy & Modernization

• Lead the evaluation and integration of new end-user computing technologies, including solutions for desktop endpoints (Windows/Apple), virtualization (VMware).

• Collaborate with vendors, R&D, and other engineering teams to provide recommendations on leveraging emerging technology.

• Conduct technical analysis of current systems to develop strategic implementation plans that improve performance and security.

Release & Deployment Management

• Manage the end-to-end release process for software, patches, hardware, and configuration changes usingMicrosoft Endpoint Configuration Manager (MECM)and Microsoft Intune.

• Plan, schedule, and control the build, test, and deployment of all releases to protect the integrity of the live environment and minimize mission disruption.

• Ensure all deployments undergo rigorous technical analysis and testing in an evaluation environment before production rollout.

• Maintain a robust rollback capability to reestablish previous configurations in case of adverse impacts.

Qualifications Required:

• Must hold an activeSecretsecurity clearance and be eligible for a Top-Secret clearance (US Citizenship required).

• Bachelor's degree and 5+ years of relevant experience (additional years of experience may be substituted for a degree).

• 5+ years of experience configuring, securing, and troubleshooting end-user computing devices.

• Current DoD 8570 IAT Level II (or higher) certification (e.g., Security+ CE, CySA+).

• Demonstrated experience leading multi-functional technical teams.

Desired Skills & Experience:

• Technical Expertise:

• Solution engineering and design withMECM, Microsoft Intune, and VMware.

• Managing deployments for Desktop Endpoint Solutions, including Apple products.

• Scripting and automation using PowerShell or similar languages.

Professional Skills:

• Excellent technical writing, presentation, and verbal communication skills.

• Strong ability to organize, facilitate planning, and lead integrated product teams (IPTs).

• A consultative mindset with the ability to design and transition new technology initiatives.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

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.

Pay and Benefits

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.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.