Description
The Service Center Manager is responsible for the end-to-end leadership, performance, and continuous improvement of the enterprise Service Center, including the Service Desk, Desktop Support, incident management, IT service request management, ticket escalation, communications, enterprise notifications, mobile services support, and the development and maintenance of knowledge articles and standard operating procedures (SOPs).
This role ensures efficient and timely Tier 0, Tier I, and Tier II support to a geographically dispersed user base. The Service Center Manager drives customer satisfaction, achieves defined service levels, and optimizes operational processes through effective management, modernization initiatives, and strategic planning.
Location: This position is located in the Arlington, Reston, Dulles, and Washington, DC area.
Key Responsibilities:
- Provide overall leadership, direction, and operational oversight of the Service Center, including Service Desk and Desktop Support teams.
- Manage daily operations across Tier 0, Tier I, and Tier II support to ensure timely resolution of incidents and service requests.
- Oversee and improve incident management, problem management, escalation workflows, and ticket lifecycle processes.
- Lead Service Center modernization efforts, including implementation and optimization of Tier 0/automation tools.
- Ensure compliance with service level agreements (SLAs), operational level agreements (OLAs), and performance metrics.
- Develop, maintain, and mature knowledge-based articles, SOPs, and self-service resources.
- Direct Service Center reporting, dashboards, customer communications, and enterprise notifications.
- Coordinate with cross-functional IT teams, program leadership, and stakeholders to ensure effective service delivery across a geographically dispersed user community.
- Facilitate training, coaching, and skill development for Service Center staff.
- Support strategic and operational planning efforts, including technology roadmaps, staffing models, and process improvement initiatives.
- Maintain audit-ready documentation and ensure adherence to ITIL best practices.
Required Qualifications:- BA/BS and 8+ experience. In lieu of degree, additional experience may be required.
- Active Secret clearance.
- ITIL Foundation Level Certification Version 5 or higher.
- Minimum of 8+ years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk supporting geographically dispersed users, with end-to-end service delivery responsibilities of comparable size, scope, and complexity.
- Demonstrated experience implementing and managing Service Center communications, reporting, strategic planning, and operational planning.
Desired Qualifications:- Help Desk Institute Support Center Manager (HDI-SCM) certification.
- Experience implementing, managing, and modernizing Tier 0 capabilities (self-service, automation, AI/virtual agent) and associated reporting.
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:June 12, 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 $131,300.00 - $237,350.00
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 LeidosLeidos 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 BenefitsPay 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 DataBeware 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-DiscriminationAll 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.
