Desktop Support Team Lead

Leidos is seeking a Desktop Support Team Lead to serve as a frontline technical and operational leader for the AFNCR IT Services program at The Pentagon in Arlington, VA. In this onsite role, you will direct and mentor desktop support teams supporting DAF personnel, with a focus on high availability, fast resolution, and dependable service delivery.

You will oversee routine requirements and walkup helpdesk and asset management activities, while coordinating escalations across technical partners to keep critical systems functioning for USAF and USSF customers.

Role Overview

• 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.
• Supervise and prioritize incident, service request, and work order queues in BMC Remedy and ServiceNow to maintain strict adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Serve as the primary escalation point for complex technical issues, VIP/senior leader inquiries, and critical system outages; coordinate with Tier III network engineering, systems administration, DISA JSP, and vendor partners.
• Monitor productivity, first-contact resolution rates, equipment turnaround cycles, and ticket backlog trends; provide regular status briefings to program management.
• Establish and update standard operating procedures, onboarding materials, troubleshooting runbooks, and quality control guidelines.

Customer Support and Onsite Execution

• Provide white-glove, customer-focused walk-in technical support for Pentagon-based DAF personnel (USAF and USSF).
• Perform hands-on diagnosis, hardware break/fix, peripheral replacements, and software troubleshooting at the walkup service counter.
• Enforce chain-of-custody for all deployed, exchanged, and returned hardware assets, including 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.
• Plan, schedule, and oversee technical execution for office moves, desk reconfigurations, workstation hardware refreshes, and conference setup needs across the Pentagon.
• Collaborate with Pentagon facilities, LAN/network operations, and cable plant teams to ensure seamless physical move and installation execution.

Advanced Troubleshooting and Compliance

• Align with the HQ Software License Manager to ensure software license compliance and prevent unauthorized or unapproved software installations.
• Provide advanced Tier II/Tier III troubleshooting for Windows operating systems, Microsoft 365/Office, 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.

Required 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, with additional experience considered in lieu of a degree.
• Active DoD Secret Security Clearance (adjudicated within the past 6 years) with eligibility to obtain higher levels if required.
• CompTIA Security+ CE (or equivalent IAT Level II baseline certification).
• Demonstrated experience leading, scheduling, and mentoring junior technicians, managing ticket queues, and handling customer escalations in a fast-paced enterprise environment.
• Hands-on operational experience using enterprise ITSM ticketing systems (e.g., BMC Remedy, ServiceNow).
• 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 foundational networking concepts (DHCP, DNS, TCP/IP, VLANs).
• Willingness to support occasional after-hours maintenance windows or VIP mission surge requirements, including participation in an on-call rotation as needed.
• Ability to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) up to 40 lbs.
• Ability to traverse Pentagon rings, corridors, and secure spaces daily to support customer requirements.

Technologies

• BMC Remedy, ServiceNow
• Windows 10/11, Microsoft 365, Microsoft Office
• Active Directory, Common Access Cards (CAC), PKI certificates
• CAT5e, CAT6, single-mode/multi-mode fiber, patch panels, SFP modules
• DHCP, DNS, TCP/IP, VLANs
• Secure VPN clients, CompTIA Security+ CE
• DISA JSP

Work Location and Schedule

• Work location: 100% onsite at the Pentagon, Arlington, VA.
• Work schedule: Occasional after-hours maintenance windows or VIP mission surge requirements, including on-call rotation as needed.

Benefits and Pay

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

Pay range: USD 73,450 - 132,775 per year.

Posting Details

Original posting date: November 12, 2026.