Mobile Device Customer Service Lead

Description

The Mobile Device Customer Service Lead supports SEC ISS contract operations by delivering secure, reliable mobile device services to SEC end users. This role provides oversight of end-to-end deployment, provisioning, and configuration of smartphones, tablets, hotspots, and other wireless devices in accordance with SEC mobile policy and federal security requirements. The Mobile Device Customer Service Lead ensures mission operations are sustained through effective device management, incident response, and integration with enterprise support workflows. The position also maintains operational readiness through inventory accountability, policy compliance, and timely troubleshooting and restoration of service.

PRIMARY RESPONSIBILITIES

Technician Supervision, Coordination, and Communications

Engage technicians by phone and email for status, blockers, and estimated resolution timelines.

Coordinate handoffs across teams when tickets require specialized or out-of-scope support.

Provide timely updates to stakeholders on critical tickets and queue constraints.

Support adherence to SOPs governing workflows, escalation, and service delivery protocols.

Will have direct reports and be responsible for performance reviews

Ticket Queue Management

Manage all IT support tickets assigned to technicians to ensure timely progression and resolution.

Triage and route tickets based on impact, urgency, and priority to align with SEC service expectations.

Reassign tickets to available technicians to balance workloads and maintain queue throughput.

Maintain accurate ticket states, ownership, and documentation in the IT service management system.

SLA Monitoring and Prioritization

Monitor ticket aging and SLA clocks; take action on at-risk or overdue tickets.

Enforce priority-based processing to ensure higher-impact incidents are addressed first.

Escalate unresolved or blocked tickets through defined escalation paths for rapid restoration of service.

Track compliance against service level targets and flag trends requiring management attention.

Reporting and Operational Oversight

Track and report ticket volumes, resolution progress, backlog, and SLA performance metrics.

Produce queue status updates for leadership oversight and contract performance management.

Identify recurring ticket patterns and recommend workflow improvements to increase efficiency.

Maintain high-quality ticket data to support dashboards, audits, and continuous service improvement.

Mobile Device Deployment and Provisioning

Provide end-to-end deployment support of mobile devices to SEC end users, including fulfillment of SEC-approved requests.

Provision smartphones, tablets, hotspots, and related wireless services in alignment with contract and SEC direction.

Prepare and stage mobile devices for user assignment, ensuring baseline configuration and operational readiness.

Coordinate device setup and handoff activities to support timely onboarding and replacement cycles.

Configuration and Policy Compliance

Perform initial device configuration and enrollment to conform with current SEC mobile device policy.

Apply approved configuration baselines, updates, and policy changes to maintain secure and compliant mobile endpoints.

Validate device compliance with SEC and federal endpoint security requirements, escalating noncompliance as required.

Maintain accurate configuration records to support continuity of operations and audit readiness.

Incident Resolution and End-User Support

Troubleshoot and resolve mobile device incidents, including hardware, software, connectivity, and access issues.

Document actions, updates, and outcomes in the enterprise ticketing workflow to ensure traceability and continuity.

Prioritize and escalate unresolved incidents in accordance with SEC support processes and service expectations.

Deliver responsive customer support and clear user communications to minimize disruption to SEC workforce productivity.

Inventory, Asset Control, and Wireless Support

Perform inventory control for mobile devices and maintain inventory levels as specified by program requirements.

Track device lifecycle activities including receipt, assignment, transfer, replacement, and decommissioning.

Support other wireless devices and related services as required by SEC operational needs.

Assist with reporting and reconciliation of mobile assets, usage, and service status to support accountability and planning.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Must have US Citizenship

Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).

Education: Bachelors in a relevant field (e.g., Information Technology, Computer Science, Engineering). Additional years of experience may be substituted in lieu of degree.

Experience:

Minimum 4 years of experience deploying mobile devices, including configuration and troubleshooting in an enterprise environment.

Experience providing end-user support for mobile and wireless devices in a structured enterprise environment.

Experience performing inventory control and lifecycle tracking for mobile assets.

Experience performing troubleshooting and incident resolution for mobile device issues.

-must have prior customer service lead experience

Technical Skills:

End-to-end mobile device deployment and provisioning

Initial mobile device configuration in accordance with current mobile device policy

Mobile device inventory control and inventory level maintenance

Support for wireless devices and related mobile services

Troubleshooting and incident resolution for mobile device issues

PREFERRED QUALIFICATIONS

Experience supporting SEC or other federal civilian agency IT service environments.

Hands-on experience supporting Apple iPhone/iPad mobile deployments in enterprise settings.

Familiarity with federal endpoint security expectations, including zero trust-aligned device compliance practices.

ITIL 4 Foundation

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: As required per contract direction

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:

July 7, 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 $65,650.00 - $118,675.00

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.

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 www.Leidos.com.

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 www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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.