Posted:
1/26/2026, 10:22:08 PM
Location(s):
Chantilly, Virginia, United States ⋅ Virginia, United States
Experience Level(s):
Mid Level ⋅ Senior
Field(s):
Customer Success & Support
GxNext is looking for a Help Desk Manager who would be responsible for leading a team of technical support specialists, overseeing the day-to-day operations of a help desk, ensuring timely and effective resolution of user issues by managing workflows, monitoring performance metrics, training staff, and collaborating with other departments to maintain high customer service standards.
Responsibilities
Manage daily help desk operations, ensuring 24/7 coverage
Lead and manage Level II Help Desk Technicians, including monitoring ticket volume and performance metrics while supporting the team in exceeding expectations
Monitor help desk performance metrics, analyze trends in user support requests, and generate reports for management
Identify areas for improvement and implement strategies to enhance service quality and user satisfaction
Define team goals and lead staff to achieve desired results while being held accountable for team performance
Coordinate resources during escalated off-hour issues
Oversee the development, implementation, and administration of help desk staff training procedures and policies
Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes
Develop partnerships with cross-functional teams to improve and shape how the Technical Help Desk will hand off work, partner on strategic initiatives, and improve customer experience
Provide weekly team meetings and periodic 1:1 coaching to team members
Communicate with senior-level clients
Basic Qualifications
Bachelor's degree and 6-8 years of prior relevant experience, or Master's degree with 2-4 years of prior relevant experience
Strong communication skills, both verbal and written
Ability to quickly learn new software and IT concepts
Strong problem-solving and decision-making skills
Self-starter with ability to work in a team environment and independently
Intimate familiarity with Commercial Over The Shelf (COTS) products that the program leverages: Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway
Experience scripting in a Linux environment using Shell and Bash
Deep understanding and background in COTS integration and custom code development
Preferred:
Oracle IdAM productions (OAM, OUD, OIF, OID)
WebLogic
Linux/UNIX Experience
LDAPs
PKI Authentication
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.
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.
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.
Website: https://www.leidos.com/
Headquarter Location: Reston, Virginia, United States
Employee Count: 10001+
Year Founded: 1969
IPO Status: Public
Industries: Computer ⋅ Government ⋅ Information Services ⋅ Information Technology ⋅ National Security ⋅ Software