Help Desk Manager
Company: Leidos
Location: Chantilly
Posted on: April 4, 2026
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Job Description:
GxNext is looking for a Help Desk Manager who would be
responsible for leading a team of technical support specialists,
overseeing the day-to-day operations of a help desk, ensuring
timely and effective resolution of user issues by managing
workflows, monitoring performance metrics, training staff, and
collaborating with other departments to maintain high customer
service standards. Responsibilities Manage daily help desk
operations, ensuring 24/7 coverage Lead and manage Level II Help
Desk Technicians, including monitoring ticket volume and
performance metrics while supporting the team in exceeding
expectations Monitor help desk performance metrics, analyze trends
in user support requests, and generate reports for management
Identify areas for improvement and implement strategies to enhance
service quality and user satisfaction Define team goals and lead
staff to achieve desired results while being held accountable for
team performance Coordinate resources during escalated off-hour
issues Oversee the development, implementation, and administration
of help desk staff training procedures and policies Demonstrate
ownership in troubleshooting and resolving technical issues as well
as identifying trends and root causes Develop partnerships with
cross-functional teams to improve and shape how the Technical Help
Desk will hand off work, partner on strategic initiatives, and
improve customer experience Provide weekly team meetings and
periodic 1:1 coaching to team members Communicate with senior-level
clients Basic Qualifications Bachelor's degree and 6-8 years of
prior relevant experience, or Master's degree with 2-4 years of
prior relevant experience Strong communication skills, both verbal
and written Ability to quickly learn new software and IT concepts
Strong problem-solving and decision-making skills Self-starter with
ability to work in a team environment and independently Intimate
familiarity with Commercial Over The Shelf (COTS) products that the
program leverages: Oracle Identity and Access Management (IdAM)
suite, Apache webgates, and Computer Associates (CA) API Gateway
Experience scripting in a Linux environment using Shell and Bash
Deep understanding and background in COTS integration and custom
code development Preferred: Oracle IdAM productions (OAM, OUD, OIF,
OID) WebLogic Linux/UNIX Experience LDAPs PKI Authentication 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. Original Posting: January 27, 2026 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. Pay Range: Pay
Range $116,350.00 - $210,325.00 The Leidos pay range for this job
level is a general guideline only and 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.
Keywords: Leidos, Washington DC , Help Desk Manager, IT / Software / Systems , Chantilly, DC
