SME Service Desk Analyst (Tier 1) Lead - WDP

Description

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 Tier 1 Service Desk operations , ensuring timely and effective handling of user requests and incidents.

• Supervise and direct a team of Tier 1 analysts, including task assignment, workload balancing, and performance management.

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

• Ensure compliance with SLAs, KPPs, and customer support performance metrics .

• Oversee intake, categorization, routing, and tracking of service desk tickets across all WDP environments.

• Ensure accurate and efficient handling of account requests, onboarding, access issues, and standard service requests .

• Monitor service desk performance and implement improvements to enhance response times, resolution rates, and user satisfaction.

• Coordinate escalation of issues to Tier 2 and Tier 3 support teams, ensuring end-to-end resolution tracking.

• Support development and maintenance of User Support Operations Plan (USOP) processes and procedures.

• Implement and improve automation and self-service capabilities (e.g., FAQs, knowledge base, chatbots).

• Analyze service desk metrics and generate reports on performance, trends, and improvement opportunities.

• Collaborate with platform, data, AI/ML, and engineering teams to resolve systemic issues and improve support processes.

• Support incident response activities, including identification, tracking, and coordination of system outages and performance issues.

• Lead training, onboarding, and development of service desk personnel.

• Participate in SAFe ceremonies and coordinate support activities aligned to Agile delivery cycles.

Basic Qualifications:

• Active TS/SCI clearance.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related technical discipline and 12+ years of relevant experience OR Master's degree in a related field and 10 + years of relevant experience.

• At least one of the following foundational qualification pathways consistent with DoD 8140 requirements:

  • Current DoD 8570/8140 baseline certification appropriate for Advanced Technical Support Specialist roles (e.g., CASP+, Security+, or equivalent ),

  • Offerings listed in the DoD 8140 Training Repository,

  • Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.

• Experience leading IT service desk or user support operations in enterprise environments.

• Experience managing Tier 1 support teams and service delivery processes.

• Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).

• Experience managing SLAs, KPIs, and service performance metrics.

• Strong leadership, communication, and stakeholder management skills.

Preferred Qualifications:

• Experience supporting service desk operations across NIPRNet, SIPRNet, and JWICS environments.

• Experience implementing service desk automation and self-service solutions .

• Experience supporting large-scale enterprise data, analytics, or AI platforms.

• ITIL certification or equivalent service management certification.

• Experience operating within SAFe or Agile environments.

• 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.

Clearance Required:

• Must possess an active TS/SCI at time of consideration.

#ADVANA

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

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

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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.

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