This Department of War enterprise data and analytics program delivers mission-critical capabilities that enable leaders across the Department to make faster, better-informed decisions using trusted data at scale. Leidos Digital Modernization sector is seeking an experienced SME Service Desk Analyst (Tier 1) Lead to support the delivery, enhancement, and adoption of enterprise data and analytics products used across multiple DoD organizations.

In this role, you will work alongside government partners, engineers, and other industry teammates to translate operational and strategic requirements into scalable, production-ready solutions. You will contribute directly to product planning, execution, and continuous improvement—helping ensure capabilities are delivered efficiently, aligned to mission priorities, and positioned for sustained success.

This position offers the opportunity to work on a high-visibility, enterprise program at the intersection of data, analytics, and emerging AI technologies. Ideal candidates are motivated by mission impact, comfortable operating in complex stakeholder environments, and interested in building deep domain expertise while delivering capabilities with real-world national security outcomes.

Primary Responsibilities:

• Lead and manage a team of Tier 1 service desk analysts, ensuring high-quality technical support.

• Serve as the first line of technical support for users, performing initial triage and resolving routine issues.

• Escalate more complex problems to higher-tier teams as necessary.

• Monitor and manage service desk ticketing system to ensure timely resolution of issues.

• Develop and implement standard operating procedures for the service desk team.

• Provide training and mentorship to service desk analysts to enhance their technical skills and customer service abilities.

• Collaborate with other IT teams to ensure seamless support and knowledge transfer.

• Track and report on key performance indicators (KPIs) for the service desk.

• Ensure compliance with DoD security policies and procedures.

• Conduct regular team meetings to review performance, discuss issues, and plan for upcoming tasks.

• Maintain up-to-date knowledge of platform and related technologies.

• Participate in continuous improvement initiatives to enhance service desk operations.

• Provide exceptional customer service to all users, ensuring their technical issues are resolved efficiently.

• Manage user accounts and permissions in accordance with security protocols.

• Document and maintain accurate records of all service desk activities and resolutions.

Basic Qualifications:

• Associate degree or higher from an accredited college or university OR Offerings listed in DoD 8140 Training Repository OR CASP+ or CCNP Security or CISA or SSCP.

• Minimum of 5 years of experience in a technical support role, with at least 2 years in a leadership position.

• Strong understanding of IT service management (ITSM) principles and practices.

• Experience with service desk ticketing systems and tools.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

• Ability to work in a fast-paced, dynamic environment.

• Demonstrated ability to lead and manage a team effectively.

• Knowledge of DoD security policies and procedures.

• Active Top Secret clearance.

Preferred Qualifications:

• TS/SCI clearance.

• Experience with IT service management tools such as Service Now or Jira.

• ITIL certification or formal ITSM training.

• Experience implementing automation or self-service solutions within service desk environments.

• Familiarity with cloud-based environments and security enclaves (IL2, IL5, IL6, JWICS).

• Knowledge of data analytics and artificial intelligence applications in a user support context.

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:

March 2, 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 $105,300.00 - $190,350.00

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.