The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.
In addition, this Technical Lead will provide onsite support to troubleshoot, repair, and manage hardware, software, and network systems. It is essential for tasks requiring physical access and hands-on hardware repairs.
Primary Responsibilities
As a Service Desk Technical Lead/Onsite Support, you will:
- Provide onsite support
- Troubleshoot, repair, and manage hardware, software, and network systems onsite
- Monitor Teams Chat to assist Tier I Agents
- Assist with training sessions and performance progression
- Prepare for, lead, and follow-up on technical training sessions
- Track agent performance
- Assist Supervisor with ticket analysis
- Research mishandled tickets that get sent back to the team
- Provide escalation follow-up
- Mentor and provide operational support to agents
- Coordinate with OST to ensure additional operational support coverage for the team
- Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals
- Position team toward delivery of Enterprise metrics
- Assist and train SvD agents
- Provide environment for continued agent development
- Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s Basic Qualifications
Basic Qualifications
- High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education
- Minimum of 6 months of tenure with the NMCI Service Desk
- Individuals on a Performance Improvement Plan or Attendance Warning will not be considered
- 8570 certification - CompTIA Security +CE
- Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.
- Ability to attain Flank Speed Tier 1.5 qualification within 30 days.
- Superior skills in both written and verbal communication.
- Proficiency with Microsoft PowerShell
- Strong problem-solving skills.
- Advanced knowledge of computer and networking technology.
- Ability to effectively document issues, troubleshooting steps, and resolutions implemented.
- Understands NMCI internal structure, processes and tools.
- Proficient with HPSM ticketing and Knowledge Management System.
- Must be a US Citizen.
- Able to work assigned shifts as needed, including overnights and weekends.
Preferred Qualifications
- Candidates with Bachelor's degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk
- Candidates with fewer than 4 attendance occurrences in a rolling 90-day period
- Candidates with strong metrics in PAR and AHT
- Proactive learner who takes ownership of their own growth and career development
The hourly rate for this position is $36.00.
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Original Posting:
September 24, 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 -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.
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Leidos is an industry and technology leader serving government & 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 $17.2 billion for the fiscal year ended January 2, 2026. Leidos was cited for the meaningful work employees perform that is challenging, impactful, and aligned with our customers’ missions as reasons professionals want to work and stay at our company. Leidos has also been named to lists including Forbes’ Best Employers for Diversity, Forbes’ America’s Best Employers for Women, Military Times Best for Vets Employers, and Ethisphere Institute’s World's Most Ethical Companies®. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Employees appreciate our flexible work environment, allowing for and encouraging a true work-life balance. Our professionals are also excited about our Employee Resource Groups, like the Collaborative Outreach with Remote and Embedded Employees (CORE), which strives to create an environment where every employee, regardless of location, feels fully engaged as a valued employee of Leidos. Your most important work is ahead, visit careers.leidos.com for our latest opportunities.
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