IT Support Team Manager

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 Operations Leadership Provide strategic oversight and operational leadership for Service Desk, Deskside Support, and AV/VTC support teams, ensuring consistent delivery of enterprise IT support services across all customer engagement channels. Direct end‑to‑end support operations including incident intake, triage, escalation management, service restoration, walk‑up support, conference room support, and customer communications. Ensure all support functions operate as an integrated service organization aligned to contractual requirements, operational priorities, and customer expectations. Oversee staffing models, shift coverage, surge support planning, and resource allocation to maintain operational readiness across all support areas and SEC locations. Team Leadership and Workforce Management Lead and develop managers, supervisors, and technical staff across Service Desk, Deskside, and AV/VTC operations through coaching, mentoring, performance management, and professional development initiatives. Establish operational priorities, accountability standards, and performance expectations to ensure efficient service delivery and high customer satisfaction. Promote collaboration across engineering, infrastructure, security, endpoint, and operational support teams to improve service coordination, escalation efficiency, and issue resolution. Drive a customer‑focused culture centered on responsiveness, professionalism, communication, and continuous service improvement. Operational Performance and Service Delivery Oversee SLA, KPI, and KLI performance across all support functions, ensuring compliance with contractual service levels and operational objectives. Monitor operational metrics including ticket volumes, response and resolution times, backlog trends, conference room reliability, customer satisfaction scores, and escalation performance. Provide executive‑level operational reporting, dashboards, and briefings highlighting service health, operational risks, staffing trends, and improvement initiatives. Ensure standardized processes, knowledge management practices, escalation procedures, and quality assurance controls are consistently implemented across all support teams. Escalation Management and Continuous Improvement Serve as the senior operational escalation point for high‑impact incidents, VIP issues, major outages, and critical AV/VTC events requiring rapid coordination and executive communication. Lead cross‑functional incident response efforts to minimize operational disruption and ensure timely restoration of services. Identify operational inefficiencies, recurring issues, and service gaps, driving corrective actions, process optimization, automation, and long‑term service improvements. Ensure adherence to IT service management best practices, organizational standards, security requirements, and governance processes while supporting modernization and innovation initiatives. SLA/KLI Performance and Reporting Monitor ticket queues and service performance to ensure compliance with SLA targets and KLI expectations. Track and analyze ticket volumes, response/resolution times, backlog trends, and customer satisfaction metrics. Produce detailed operational reports and dashboards for senior leadership, highlighting risks, trends, and corrective actions. Use performance data to implement measurable improvements in service levels. Escalation, Coordination, and Continuous Improvement Serve as primary point of contact for high‑priority escalations, coordinating rapid response and stakeholder communications. Lead incident prioritization, escalation, notification, and restoration activities to minimize disruption to SEC operations. Coordinate with infrastructure, endpoint, and operations teams to address recurring issues and drive root‑cause remediation. Implement process improvements and ensure adherence to organizational standards and IT service management best practices.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Requires US Citizenship Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required). Education: Bachelor’s degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). Additional years of experience may be substituted in lieu of degree. Experience 10+ years of experience in IT support and enterprise IT operations. 5+ years of experience managing service desk operations in a large enterprise environment. Demonstrated experience applying ITIL‑based incident and service request management practices, including SLA and KLI compliance reporting. Technical Skills Strong knowledge of ITIL processes and service management best practices. Incident management, escalation management, and service request workflow management. SLA/KLI monitoring, performance metrics analysis, and executive reporting. Enterprise ticket queue management and ITSM process governance. Cross‑team operational coordination and continuous service improvement.

PREFERRED QUALIFICATIONS

ITIL certification. HDI Support Center Manager. PMP. Experience managing service desk delivery on a federal civilian IT contract. Hands‑on experience with ServiceNow or a comparable enterprise ITSM platform for workflow and dashboard optimization. Experience leading support teams in hybrid environments with HQ and regional office coordination. Proven record of improving customer satisfaction, reducing repeat incidents, and increasing first‑contact resolution.

WORK ENVIRONMENT / OTHER

Operational Support: May require participation in on‑call or surge support activities depending on operational needs. Location: On‑site at SEC HQ, Washington, DC. Travel: Limited travel as required by contract direction and with appropriate COR approval. 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. #J-18808-Ljbffr Leidos