Desktop Support Team Lead

The Digital Sector at Leidos has a career opportunity for a Desktop Support Team Lead in support of the Air Force National Capital Region (AFNCR) IT Services program. Unleash Your Potential The Leidos Digital Sector provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. If this sounds like an environment where you can thrive, keep reading! The AFNCR IT Services program provides comprehensive support services for information systems across the Department of the Air Force (DAF), including the United States Air Force (USAF), the United States Space Force (USSF), Headquarters Air Force (HAF), and Air Force District of Washington (AFDW), as well as other geographically separated units (GSUs) activities within the National Capital Region. The primary mission environment is centered at the Pentagon. Key functional areas include IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and the National Military Command Center (NMCC). The senior military leadership, civilian executives, and national defense missions supported demand that operations never fail, creating a fast-paced, high-tempo, and mission-critical environment. SummaryThe Desktop Support Team Lead serves as a frontline technical and operational leader supporting the AFNCR IT Services program at The Pentagon. In this role, you will direct and mentor a small-to-medium-sized multidisciplinary team of desktop specialists and technicians dedicated to maintaining high availability and rapid issue resolution for Department of the Air Force (DAF) personnel across both the United States Air Force and the United States Space Force. You will oversee three core operational pillars within The Pentagon complex: Routine Requirements: Leading new customer installations, internal office relocations, hardware moves/adds/changes (MAC), technology lifecycle refreshes, and dedicated support for executive events and conferences. Desktop Support Technicians: Managing Tier II incident and problem management, hardware and software troubleshooting, workstation imaging, Active Directory management, and Layer 1/Layer 2 connectivity. Walkup Helpdesk: Overseeing high-visibility, walk-in customer support operations, rapid issue resolution, hardware exchanges, component replacements, and asset tracking. Key Responsibilities: Team Leadership & Operational Management Supervisory Leadership: Direct, mentor, and schedule a small-to-medium-sized team of Tier I/Tier II desktop support technicians, routine requirements personnel, and walkup desk specialists at the Pentagon. Queue & SLA Governance: Supervise and prioritize incident, service request, and work order queues in BMC Remedy and ServiceNow to ensure strict adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs). Escalation Management: Act as the primary escalation point for complex technical challenges, VIP/senior leader inquiries, and critical system outages; coordinate with Tier III network engineering, systems administration, DISA JSP, and vendor partners. Operational Reporting: Monitor team productivity, first-contact resolution rates, equipment turnaround cycles, and ticket backlog trends; provide regular status briefings to program management. SOP Maintenance: Establish and update standard operating procedures, onboarding documentation, troubleshooting runbooks, and quality control guidelines. Walkup Helpdesk Operations & Asset Management Deliver white-glove, customer-focused walk-in technical support for Pentagon-based DAF personnel (USAF and USSF). Oversee hands-on diagnosis, hardware break/fix, peripheral replacements, and software troubleshooting directly at the walkup service counter. Enforce chain-of-custody protocols for all deployed, exchanged, and returned hardware assets, ensuring accurate logging of serial numbers, property tags, and associated ticket numbers. Coordinate with the 844th Communications Group, 844th Communications Squadron, and Unit Resource Advisors (URAs) regarding workstation allotments, equipment exchanges, and asset tracking. Maintain an organized, well-stocked hardware exchange room and ensure technical knowledge articles are continually updated. Routine Requirements & Pentagon Deployments Plan, schedule, and oversee technical execution for office moves, desk reconfigurations, workstation hardware refreshes, and conference setup requirements across the Pentagon. Collaborate with Pentagon facilities, LAN/network operations, and cable plant teams to ensure seamless execution of physical moves and installations. Work in alignment with the HQ Software License Manager to ensure software license compliance and prevent unauthorized or unapproved software installations. Technical & Hands-On Escalation Provide advanced Tier II/Tier III troubleshooting for Windows operating systems, Microsoft 365/Office applications, specialized DoD mission software, secure VPN clients, and networked peripherals. Diagnose and resolve complex identity and authentication issues involving Common Access Cards (CAC), smart card readers, and PKI certificates. Supervise account provisioning, security group memberships, and organizational unit (OU) tasks within Microsoft Active Directory. Troubleshoot physical Layer 1 network connectivity issues (CAT5e/CAT6 cabling, single-mode/multi-mode fiber, patch panels, SFP modules) and assist network teams with basic port assignments and VLAN verifications. Basic Qualifications:Bachelor’s degree in Computer Science, Information Technology, or a related field with 4+ years of relevant IT end-user support experience; OR Master’s Degree with 2+ years of relevant IT end-user support experience, additional years of experience will be accepted in lieu of a degree. Clearance: Must possess an active DoD Secret Security Clearance (adjudicated within the past 6 years) with eligibility to obtain higher levels if required. DoD 8570/8140 Baseline: Current CompTIA Security+ CE (or equivalent IAT Level II baseline certification). Leadership Skills: Demonstrated experience leading, scheduling, and mentoring junior technicians, managing ticket queues, and handling customer escalations in a fast-paced enterprise environment. ITSM Experience: Hands-on operational experience utilizing enterprise ITSM ticketing systems (e.g., BMC Remedy, ServiceNow). Technical Proficiency:Solid expertise in Windows 10/11 enterprise desktop administration, Active Directory, and standard enterprise applications. In-depth experience troubleshooting CAC/PKI authentication, DoD network environments, and secure communications tools. Hands-on knowledge of Layer 1 network components (copper/fiber cabling, patch panels, SFPs) and fundamental networking concepts (DHCP, DNS, TCP/IP, VLANs). Work Schedule: Willingness to support occasional after-hours maintenance windows or VIP mission surge requirements, including participation in an on-call rotation as needed. Work Environment & Physical Demands: Physical Demands: Must be able to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) weighing up to 40 lbs. Mobility: Must be capable of traversing Pentagon rings, corridors, and secure spaces on a daily basis to support customer requirements. Work Location: 100% onsite at the Pentagon, Arlington, VA, due to the classified and hands-on nature of the systems supported. Preferred Qualifications:Prior experience supporting the Pentagon, Headquarters Air Force (HAF), United States Space Force (USSF), or other Department of the Air Force (DAF) activities. Familiarity with DISA Joint Service Provider (JSP) processes, network ticketing systems, and DISA software whitelisting workflows. Professional certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA Network+/A+. Proven track record supporting General Officers, Senior Executive Service (SES), and high-ranking military leadership. Outstanding verbal and written communication skills with the ability to convey technical concepts clearly to non-technical users and executive leadership. #AFNCRIf 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:November 12, 2026For 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 $73,450.00 - $132,775.00The 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.SummaryLocation: Arlington, VAType: Full time