Service Delivery Manager - User Support

Description

Join the Leidos Defense Enclave Services (DES) team and play a pivotal role in a large-scale digital modernization program for the Defense Information Systems Agency (DISA) and Fourth Estate Agencies. We are seeking an experienced Service Delivery Manager to lead our User Support function in Fort Meade, MD.

You will be responsible for the seamless delivery of all end-user services and support. This critical leadership position involves managing three core teams-Desktop Support, Imaging, and Release & Deployment-to ensure operational excellence, meet stringent service level agreements (SLAs), and drive the adoption of emerging technologies to enhance mission assurance.

CLEARANCE: Must have a current DoD Secret clearance or higher to be considered. Must be a U. S. Citizen.

• Lead and manage the User Support teams, ensuring all contractual requirements are met and obstacles to service delivery are resolved.
• Serve as the primary escalation point for critical incidents and provide guidance and troubleshooting assistance to Tier II technicians for both Windows and Mac environments.
• Foster a high-performing team culture by mentoring personnel, enforcing standard operating procedures (SOPs), and ensuring proper incident escalation.
• Have flexible working hours to support your teams, including occasional on-call support based on mission needs.

• Oversee the incident management queue to ensure tickets meet SLA requirements and are resolved efficiently.
• Conduct root cause analysis for recurring issues and implement process improvements to enhance service quality.
• Support the operational assessment and documentation of systems to maintain security compliance and accreditation.
• Develop and maintain SOPs, project schedules, risk mitigation plans, and other essential documentation.

• Lead the evaluation and integration of new end-user computing technologies, including solutions for desktop endpoints (Windows/Apple), virtualization (VMware).
• Collaborate with vendors, R&D, and other engineering teams to provide recommendations on leveraging emerging technology.
• Conduct technical analysis of current systems to develop strategic implementation plans that improve performance and security.

• Manage the end-to-end release process for software, patches, hardware, and configuration changes using Microsoft Endpoint Configuration Manager (MECM) and Microsoft Intune.
• Plan, schedule, and control the build, test, and deployment of all releases to protect the integrity of the live environment and minimize mission disruption.
• Ensure all deployments undergo rigorous technical analysis and testing in an evaluation environment before production rollout.
• Maintain a robust rollback capability to reestablish previous configurations in case of adverse impacts.

• Must hold an active Secret security clearance and be eligible for a Top-Secret clearance (US Citizenship required).
• Bachelor's degree and 5+ years of relevant experience (additional years of experience may be substituted for a degree).
• 5+ years of experience configuring, securing, and troubleshooting end-user computing devices.
• Current DoD 8570 IAT Level II (or higher) certification (e.g., Security+ CE, CySA+).
• Demonstrated experience leading multi-functional technical teams.

• Technical Expertise:
• Solution engineering and design with MECM, Microsoft Intune, and VMware.
• Managing deployments for Desktop Endpoint Solutions, including Apple products.
• Scripting and automation using PowerShell or similar languages.

• Excellent technical writing, presentation, and verbal communication skills.
• Strong ability to organize, facilitate planning, and lead integrated product teams (IPTs).
• A consultative mindset with the ability to design and transition new technology initiatives.