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:
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.
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 $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.
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health. The company's global workforce of 48,000 collaborates to create smarter technology solutions for customers in heavily regulated industries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $15.4 billion for the fiscal year ended December 29, 2023.
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.
